Agent Interval

The Agent Interval report displays the selected agents’ activity over half-hour intervals on a selected date. You can select which fields to display, except for Agent and Interval, which are required. By default, all fields are selected.

Fields in this report

Field	Definition
Average Handle Time	The average ACD contact processing (cross interval) time for the agent for the interval. The average will be zero if calls handled is zero for the interval. Average handle time = (A + B + C) ÷ D Where: A = Total talk time for ACD contacts handled during the interval B = Total hold time for ACD contacts handled during the interval C = Total after contact work time for ACD contacts handled during the interval D = Total number of ACD contacts handled during the interval
Average Talk Time	The average in-contact talk time (across intervals) for the handled ACD contacts for the agent for the interval. The average will be zero if Calls Handled is zero for the interval. Average talk time = (A + B) ÷ C Where: A = Total talk time for ACD contacts handled during the interval B = Total hold time for ACD contacts handled during the interval C = Total number of ACD contacts handled during the interval
Average Work Time	The average after contact work time (cross interval) in seconds for the ACD handled contacts for the agent for the interval. The average will be zero if Calls Handled is zero for the interval. Average work time = A ÷ B Where: A = After contact work time for contacts completed during the interval B = Number of contacts completed during the interval
Busy Other State Time	The amount of time the agent is logged in but is not in service during the interval.
Calls Handled	The number of ACD contacts that the service queue or agent completed during the interval. If a contact spans multiple intervals, it is counted only in the interval when the after contact work for the contact is completed.
Date	The date of the reported information.
In-Service Time	The amount of time that the agent was in a state ready to take an ACD contact or was handling an ACD contact during the interval. This includes Ready, Talk, Hold, and Work time.
Occupancy %	The percentage of time in the interval the agent spends handling ACD contacts in relation to the total amount of time the agent is logged in and ready to handle contacts during the interval. Occupancy % = A ÷ B Where: A = Total handle time for handled contacts B = Total In Service time
Ready State Time	The amount of time the agent is logged in and waiting to take an ACD call during the interval.
Utilization %	Utilization percentage is the percentage of time the agent spends handling ACD contacts in relation to the total amount of time the agent is logged in during the interval. Utilization % = A ÷ B Where: A = Total handle time for handled contacts (total reported by the ACD) B = Total in session (login) time (total reported by the ACD)