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160 Template Reference
agteam05_agent_daily_perf
Description
This template generates a historical grid report of agent performance
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.
Abandoned calls ring. The total number of ACD calls abandoned while
ringing at an agent’s position. The value is incremented at the time
the call disconnects.
Abandoned calls hold. The total number of ACD calls that were
abandoned while being held at an agent’s position. The value is
incremented at the time the call disconnects.
Abandoned calls average. The average ring time in seconds associated
with ACD calls that were abandoned while ringing an agent’s
position.
Abandoned calls percent. The percentage of ring time associated with
ACD calls that were abandoned while ringing at an 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.