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Real-Time and Historical Templates 189
8. Template Reference
entskg06_halfhour_aht_grid
Description
This template generates a historical grid that shows call count and
handle time data per half-hour for selected enterprise 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 individual skill groups.
Database Table
Skill_Group_Half_Hour
Data
Calls handled. The total number of calls handled to completion for the
enterprise skill group.
Agent calls out. The total number of outbound calls made by agents in
the enterprise skill group.
Average handle time. The average handle time for calls handled by
agents in the enterprise 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 enterprise skill
group. Talk time includes time spent in the Talking In, Talking Out,
and Talking Other states.
Average wrap-up time. The average time that agents in the enterprise
skill group spent in after-call work.