168 Template Reference
agtper05_agent_daily_perf
Description
This template generates a historical grid report that shows agent
performance by peripheral 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
Peripheral. The name of the peripheral associated with the agents.
Agent name. The first and last name of the agent.
Abandoned calls ring. The total number of ACD calls abandoned while
ringing at the agent’s position.
Abandoned calls hold. The total number of ACD calls abandoned while
being held at the agent’s position.
Abandoned calls average. The average ring time in seconds associated
with ACD calls that were abandoned while ringing at the agent’s
position.
Abandoned calls percent. The percentage of time associated with ACD
calls that were abandoned while ringing the agent’s position. This
value is measured against the total time the agent was logged on
during the interval.
Hold calls in. The total number of completed inbound calls the agent
placed on hold. The value is incremented when the after-call work
associated with the call is completed.
Hold calls in average. The average on hold time in seconds associated
with inbound calls the agent placed on hold.
Hold calls in percent. The percentage of hold time associated with
inbound calls the agent placed on hold. This value is measured
against the total time the agent was logged on during the interval.
Hold calls out. The total number of completed outbound calls the agent
placed on hold at least once. The value is incremented when the
after-call work associated with the call is completed.
Hold calls out average. The average on hold time in seconds associated
with outbound calls the agent placed on hold.
Hold calls out percent. The percentage of hold time associated with
outbound calls the agent placed on hold. This value is measured
against the total time the agent was logged on during the interval.