240 Template Reference
perskg06_halfhour_aht_grid
Description
This template generates a historical grid that displays call counts and
handle time data by the half-hour for selected peripheral skill groups.
This template also includes a summary row for each day of data, which
provides daily averages and totals; and a summary row for each skill
group, which provides averages and totals for the particular skill group.
Database Table
Skill_Group_Half_Hour
Data
Calls handled. The total number of calls handled to completion for the
peripheral skill group.
Agent calls out. The total number of outbound calls made by agents in
the peripheral skill group.
Average handle time. The average handle time for calls handled by
agents in the peripheral skill group. Handle time includes time that
agents spend in the Talking In, Work Ready, and Work Not Ready
states.
Average talk time. The average talk time for calls to the peripheral skill
group. Talk time includes time spent in the Talking In, Talking Out,
and Talking Other states.
Average wrap-up time. The average time agents in the peripheral skill
group spent in after-call work (that is, in the Work Ready or Work
Not Ready states).
Full-time equivalent (FTE) number of agents. The FTE number of
logged on agents for the peripheral skill group. This value is the
total time agents were logged on during the interval divided by the
total number of seconds in the interval.
See also:
For more information on FTE, see “perskg04_status_grid_to5,” earlier
in this chapter.