158 Template Reference
agteam04_daily_agent_activity
Description
This template generates a historical grid report that shows daily agent
call handling activity over a specified time period. To arrive at daily
values, the ICR sums the Agent_Skill_Group_Half_Hour rows for each
day.
Database Table
Agent_Skill_Group_Half_Hour
Data
Agent team. The name of the agent team.
Agent name. The first and last name of the agent.
Duration. The total time in seconds that the agent was logged on during
the interval.
Incoming calls total. The total number of inbound ACD calls handled
by the agent during the interval. This value is incremented when the
after-call work associated with the call is completed.
Incoming calls avg. length. The average length in seconds for incoming
calls handled by the agent during the interval.
Incoming calls percent. The percentage of all calls handled by the
agent for the period that were incoming calls.
Outgoing calls total. The total number of completed outbound ACD
calls made by the agent during the interval. The value is incremented
when the after-call work associated with the call is completed.
Outgoing calls average length . The average length in seconds for
outgoing calls made by the agent for the interval.
Outgoing calls percent. The percentage of all calls handled by the agent
for the period that were outgoing calls.
Internal calls total. The total number of internal calls initiated by the
agent during the interval. The value is incremented when the
after-call work associated with the call is completed.
Internal calls average length. The average length in seconds for
completed internal calls made by the agent for the interval.
Internal calls percent. The percentage of all calls handled by the agent
for the period that were internal calls.
Callback message total. The total number of callback messages that
were processed by the agent during the interval.