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Enterprise Data 145
7. Available Data
7.4.4. Agent Time Allocations
The ICR tracks several data categories related to the time a peripheral
service’s agents spend handling calls. This data include:
Handle time. The total seconds that agents for the service were in
the Talking In, Work Ready, and Work Not Ready states.
Average handle time per call. The average handle time for calls
handled by agents for the service. Handle time includes time spent in
the Talking In, Work Ready, and Work Not Ready states.
Talk time. The total seconds that agents for the service were in the
Talking In, Talking Out, or Talking Other states during an interval.
Average talk time. The average talk time for calls handled by
agents for the service. Talk time includes time spent in the Talking
In, Talking Out, and Talking Other states.
Other time. The sum of the time that agents spend in the Not Ready
and Busy Other states.
7.5. Enterprise Data
An enterprise service is a collection of peripheral services that can span
several call centers. For example, an enterprise service called Technical
Support may include peripheral services from several geographically
dispersed call centers. All the Technical Support peripheral services are
logically combined to make up a Technical Support enterprise service.
An enterprise skill group is a collection of skill groups that can span
several call centers. Enterprise skill groups can also include peripheral
skill groups from geographically dispersed call centers. Each of the
peripheral skill groups has a common set of skills, such as the ability to
handle sales calls. These skill groups are logically combined to form an
enterprise skill group.
Enterprise service and skill group data are stored in the following tables:
Service_Real_Time
Service_Half_Hour
Skill_Group_Real_Time
Skill_Group_Half_Hour
To compile data for enterprise services and skill groups, the ICR finds
the real-time or historical records for each member peripheral service. It
then sums or averages values from the individual records to produce a
value for the enterprise service or skill group. To arrive at daily values,
the ICR sums the half-hour rows for each day.