The following table describes the report fields:
Field Description Database item, calculation, or
<calculation name>
Date, Week Starting, or Month Starting
The day, week, or month for which the report ran. You can make these selections in the report input window.
ROW_DATE
Agent The name or login ID of the agent.
You can make this selection in the report input window.
syn(LOGID)
Time Zone (for interval reports only)
This report displays data according to the time zone selected by the user. The time zone of the communication manager is the default time zone.
Input only
Time (for interval reports only) The intrahour intervals for which the report shows data. You can make these selections in the report input window. The time displays in hh:mm:ss (hour/
minute/second) format.
STARTTIME, STARTTIME + INTRVL
ACD Calls The number of ACD calls and
direct agent calls that were answered by the agent. This total also includes O_ACDCALLS if you have the Outgoing Call
Management application of ASAI.
(O_ACDCALLS is the number of ACDCALLS that were placed by an adjunct [predictive dialing].)
sum(ACDCALLS + DA_ACDCALLS),
sum(<TOTAL_ACDCALLS>)
Avg ACD Time The average length of this agent's ACD calls (including direct agent calls) during the period covered.
sum(TOTAL_ACDTIME)/
sum(TOTAL_ACDCALLS),
<AVG_AGENT_TALK_SUM>
Avg ACW Time The average length of After Call Work (ACW) sessions for this agent. This includes direct agent call activities.
sum(TOTAL_ACWTIME)/
sum(TOTAL_ACDCALLS),
<AVG_AGENT_ACW_SUM>
% Agent Occup w/ACW The percentage of agent occupancy in which the agent's time in after call work is
considered as work time.
100 * (sum[I_RINGTIME +
I_ACDTIME + I_ACDOTHERTIME
Field Description Database item, calculation, or
<calculation name>
I_ACDAUX_OUTTIME + I_ACDAUXINTIME])
% Agent Occup w/o ACW The percentage of agent occupancy in which the agent's time in after call work time is considered idle.
100 * (sum[I_RINGTIME +
I_ACDTIME + I_ACDOTHERTIME Extn In Calls The number of inbound extension
calls that were completed by the agent during the period covered.
This includes calls received while the agent was in the following work modes:
• Auto-In or Manual-In
• ACW mode for ACD calls
• ACW mode that was not associated with a call
• AUX work mode
sum(ACWINCALLS +
<EXT_CALL_IN>)
Avg Extn In Time The average length of this agent's inbound extension calls.
sum(ACWINTIME + AUXINTIME)/
sum(ACWINCALLS + AUXINCALLS),
<AVG_TALK_TIME_IN_SUM>
Extn Out Calls The number of outbound
extension calls that were placed by the agent during the period covered. This includes calls originated by the agent while the agent was in the following work modes:
• Auto-In or Manual-In
• ACW mode for ACD calls
• ACW mode that was not associated with a call
• AUX work mode
sum(ACWOUTCALLS + AUXOUTCALLS)
sum(<EXT_CALL_OUT>)
Avg Extn Out Time The average length of this agent's outbound extension calls.
Field Description Database item, calculation, or
<calculation name>
ACD Time Time this agent spent on ACD
calls (including direct agent calls) during the report interval.
sum(I_ACDTIME + I_DA_ACDTIME),
sum(<TOTAL_I_ACDTIME>)
ACW Time The amount of time the agent
spent working on call-related activities (that is, ACW activities).
This includes direct agent ACW activities during the report interval.
sum(I_ACWTIME + I_DA_ACWTIME),
sum(<TOTAL_I_ACWTIME>)
Agent Ring Time The time the agent had split/skill and direct agent ACD calls ringing.
If the agent answers or makes another call instead of answering the ringing call, the I_RINGTIME is stopped. This applies only to communication servers with ring state.
sum(I_RINGTIME)
Other Time The time the agent spent doing
other work in all splits/skills. For communication servers, agents are doing other work while in Auto-In or Manual-Auto-In if they:
• Put any call on hold while not doing any other activity
• Dial to place a call or to activate a feature
• Have a personal call ringing with no other activity
sum(TI_OTHERTIME)
AUX Time The total time that the agents
spent in AUX work in all splits/
skills or on AUXIN/AUXOUT calls for the specified time period.
sum(TI_AUXTIME)
Avail Time The total time that the agents were available to take ACD calls for any split/skill during the specified time period.
sum(TI_AVAILTIME)
% Skills Avail The availability of an agent in all assigned skills. This value is mainly used to determine if the agent is being auto-reserved through the Service Level Maximizer feature.
PERCENT_SK_AVAIL
Staffed Time The total time the agents were logged in (staffed) for the specified time period in any split/skill. This
sum(TI_STAFFTIME)
About historical reports
Field Description Database item, calculation, or
<calculation name>
does not include time the link was down.
Trans Out The number of calls transferred by
this agent to another destination.
For communication servers, this records all calls that were transferred.
sum(TRANSFERRED)
Held Calls The number of calls the agent put
on hold. For communication servers, this is all calls the agent put on hold.
sum(HOLDCALLS)
Avg Hold Time The average length of time calls were on hold.
sum(HOLDTIME) / sum(HOLDCALLS),
<AVG_HOLD_TIME_SUM>