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Historical reports

Issue 5.0 May 2005 57

Header definitions

Agent report

Header Definition

Agent The extension or login ID of the agent.

Agent Name The name of the agent. If no name is administered, this field displays EXT

## where ## is the agent extension.

TIME/DAY The time or day interval specified in the command line.

Time is always expressed in 24-hour format. Start and stop times are

optional. Reports always start at the earliest time interval (either hour or

half-hour). If no start time is given, the oldest time interval is the default. A

stop time requires an associated start time. If no stop time is given, the

last completed time interval (hour or half-hour) is the default. If no start

time or stop time is given, the report displays data accrued for the

previous 24 time intervals. If you specify day in the command and do not

include a start day or stop day, the report displays data accrued for the

previous 6 days and data accrued through the most recently completed

interval (hour or half-hour) for the current day.

ACD CALLS The number of ACD calls answered by this agent for all splits during the

reporting interval. This value includes calls that flowed in from other splits

and Direct Agent calls.

AVG TALK

TIME

The average duration of ACD calls for all splits the agent was logged into.

This value includes time spent talking but does not include the amount of

time the agent was holding an ACD call or ring time at the agent

telephone. Split talk time appears less than the VDN talk time in the

reports. This is because AVG TALK/HOLD time by VDN includes the time

spent on hold while the split/agent AVG TALK does not. Also, VDN talk

time does not include talk time for a call that becomes part of a

conference while split/agent talk time does. This situation will show a

greater talk time for the split.

The calculation is:

TOTAL

AFTER CALL

The total amount of time that the agent spent in call-related or

non-call-related ACW work states for all splits during the reporting

interval. This includes time agents spent on extension-in and

extension-out calls while in the ACW work mode. If an agent entered

ACW in one interval, but ended ACW in another interval, the appropriate

amount of ACW time is credited to each of the intervals.

Total ACD Talk Time

Total Number of ACD Calls Answered

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