132 Available Data

Assistance calls percent. The percentage of time that the agent

spent during the interval on supervisor-assisted calls. This value is
measured against the total time the agent was logged on during the
interval.

Conference calls in. The number of incoming calls on which the

agent was in conference. Incoming calls include ACD and non-ACD
calls. The value is incremented with the agent drops off the call and
the call becomes a simple two-party call.

Conference calls average. The average time in seconds that the

agent spent in conference with calls during the interval. This value
includes hold time associated with the conference calls.

Conference calls percent. The percentage of time that the agent

spent during the interval on conference calls. The percentage
includes hold time associated with the conference calls. This value is
measured against the total time the agent was logged on during the
interval.

Conference calls out. The number conference calls the agent

initiated. Initiated calls include ACD and non-ACD calls. The value
is incremented with the agent drops off the call and the call becomes
a simple two-party call.

Conference calls out average. The average time in seconds that the

agent spent in conference on agent-initiated calls during the interval.
This value includes hold time associated with the conference calls.

Conference calls out percent. The percentage of time that the agent

spent during the half-hour interval on agent-initiated conference
calls. This percentage includes hold time associated with the
conference calls. This value is measured against the total time the
agent was logged on during the interval.
7.3. Agent States and Time Allocations
The ICR tracks agent states and the time spent in these states in both
Agent and Skill Group tables. The Agent_Skill_Group tables provide
data on an agent-by-agent basis for the agents in a skill group. The
Skill_Group tables provide data for the agents as a group.
To display individual agent state and time allocation statistics, use the
Agent-Level report templates. To display group agent state and time
allocation statistics, use the Skill Group report templates.
See also:
See Chapter 8, “Template Reference,” for details on the data displayed
in Agent and Skill Group reports.