Database

Historical

•Table

Agent

•Table

Media_Routing_Domain

•Table

Person

•Table

Agent_Skill_Group_Interval

•Table

Skill_Group

Column (field)

Description

Agent Name

This is a calculated field, derived from: Person.LastName "," Person.FirstName The first and last name of the agent.

Skill Group Name

Derived from: Skill_Group.EnterpriseName The agent skill group's enterprise name

DateTime

Derived from: Agent_Skill_Group_Interval.DateTime The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format.

COMPLETED TASKS

Handled

The number of inbound calls that have been answered and have completed wrap-up by agents in the skill group during the interval.

Derived from: Agent_Skill_Group_Interval.HandledCallsTalkTime

AHT

The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds).

This is a calculated field, derived from: (Agent_Skill_Group_Interval.HandledCallsTime / Agent_Skill_Group_Interval.CallsHandled)

Held

The number of incoming calls to this agent that were placed on hold in the interval.

Derived from: Agent_Skill_Group_Interval.IncomingCallsOnHold

Avg Hold

The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold in the interval, for all incoming calls which included hold time.

This is a calculated field, derived from: (Agent_Skill_Group_Interval. IncomingCallsOnHoldTime / Agent_Skill_Group_Interval. IncomingCallsOnHold)

Aban Rings

For voice: the total number of calls that were abandoned while the agent's phone was ringing. For non-voice: the total number of tasks that were abandoned while being offered to an agent.

Derived from: Agent_Skill_Group_Interval.AbandonRingCalls

RONA

The number of tasks that left the agent's phone or terminal that were redirected to another dialed number because of no answer in the interval.

Derived from: Agent_Skill_Group_Interval.RedirectNoAnsCalls

Aban Hold

The number of unified ICM routed calls to the agent that abandoned while the call was on hold and/or the number of paused tasks that the agent ended in the interval.

Derived from: Agent_Skill_Group_Interval.AbandonHoldCalls

Trans In

The number of incoming calls that were transferred to this agent from other agents within the same peripheral that did not go to IVR for queuing in the interval. This value is updated when the agent completes the call.

Derived from: Agent_Skill_Group_Interval.TransferredInCalls

Trans Out

The number of calls this agent transferred to another agent or skill group in the interval. This includes Consultative Calls if this transfer was consultative-not blind. The value is updated at the time the agent completes the transfer of the call.

This is a calculated field, derived from: Agent_Skill_Group_Interval.TransferredOutCalls + Agent_Skill_Group_Interval.NetTransferredOutCalls

Ext Out

The number of outgoing external calls that this agent made in the interval.

Derived from: Agent_Skill_Group_Interval.AgentOutCalls

ASA

The agent's average speed of answer in HH:MM:SS (hour, minutes, seconds) calculated from the time spent by callers when placed in queue and ringing at the agent’s desktop before the task is answered divided by the number of tasks answered.

Derived from:Agent_Skill_Group_Interval.AnswerWaitTime/ Agent_Skill_Group_Interval.CallsAnswered

All Hold

The number of tasks completed by the agent in the given interval that were put on hold or paused in the half hour interval. The InternalCallsOnHoldToHalf field in the following calculation applies to voice only.

Derived from: Agent_Skill_Group_Interval.IncomingCallsOnHold+ Agent_Skill_Group_Interval.AgentOutCallsOnHold +Agent_Skill_Group_Interval.InternalCallsOnHold

AGENT STATE TIMES

LoggedOnTime

The total time during the interval the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format

Derived from: Agent_Skill_Group.LoggedOnTime

% Active

The percentage of time that the agent has spent talking on calls in this skill group in relation to the agent's LoggedOnTime.

This is a calculated ?eld, derived from: (Agent_Skill_Group_Interval.TalkInTime + % Active Agent_Skill_Group_Interval.TalkOutTime + Agent_Skill_Group_Interval.TalkOtherTime + Agent_Skill_Group_Interval.TalkAutoOutTime + Agent_Skill_Group_Interval.TalkPreviewTime + Agent_Skill_Group_Interval.TalkReserveTime) / Agent_Skill_Group_Interval.LoggedOnTime

% Hold Time

The percentage of time that the agent has put a call on hold or paused a task in relation to LoggedOnTime or the interval, whichever is less.

This is a calculated field, derived from: Agent_Skill_Group_Interval.HoldTime / Agent_Interval.LoggedOnTimeTime

% NotActive

The percentage of time that the agent has spent in the Not Active or Available state in relationto LoggedOnTime. Applies to all skill groups.

This is a calculated field derived from: (Agent_Skill_Group_Interval.AvailTime /Agent_Interval.LoggedOnTime)

% NotReady

The percentage of time that the agent has spent in the Not Ready state in relation to LoggedOnTime or the interval, whichever is less. Applies to all skill groups.

This is a calculated field, derived from: (Agent_Skill_Group_Interval.NotReadyTime / Agent_Skill_Group_Interval.LoggedOnTime)

% Reserved

The percentage of time that the agent has spent in Reserved state waiting for an Uni?ed ICM routed task from this skill group in relation to LoggedOnTime.

This is a calculated field, derived from: (Agent_Skill_Group_Interval.ReservedStateTime /Agent_Skill_Group_Interval.LoggedOnTime)

% WrapUp

The percentage of time that the agent has spent in Wrap-up state after an incoming or outgoing calls to/from this skill group in relation to LoggedOnTime.

This is a calculated field, derived from:((Agent_Skill_Group_Interval.WorkReadyTime % Wrap Up +Agent_Skill_Group_Interval.WorkNotReadyTime ) /Agent_Skill_Group_Interval.LoggedOnTime

% Busy Other

The percentage of time that the agent has spent in the BusyOther state in relation to LoggedOnTime.

This is a calculated field, derived from: (Agent_Skill_Group_Interval.BusyOtherTime / Agent_Skill_Group_Interval.LoggedOnTime)