Service Queue Agent Interval

The Service Queue Agent Interval report displays agent statistics for selected agents in selected service queues over half-hour intervals on a selected date.

You can also select which fields to display, except for Agent, Interval, and Service, 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
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.