Technical References

Field Dictionary
June 15, 2012 39
Agent The agent’s name.
Agent Number The agent’s ID number.
Arr Arrival Time. The work shift arrival time.
Assignment Time scheduled for the agent and classified as
assignment type work.
Assignment Paid Amount of paid time classified as assignment type work.
Assignment Unpaid Amount of unpaid time classified as assignment type
work.
Average Calls Per Hour The theoretical calculation of the average number of
calls per hour.
Average calls per hour = 3600 ÷ (A + B)
Where:
A = Talk time for ACD calls completed during the period
B = After call work time in seconds for ACD calls
completed during the period
Average Handle Time The average handle time during the interval.
Average handle time = (A + B) ÷ C
A = Total Talk time for ACD calls completed during the
interval
B = Total After Call Work time for ACD calls completed
during the interval
C = Total number of ACD calls completed during the
interval
Average Hold Time The average amount of time agents placed calls on hold
during the period, including hold time for transfers and
conferences.
Average hold time = A ÷ B
Where:
A = Amount of time agents placed calls on hold during
the period, including hold time for transfers and
conferences
B = Number of calls placed on hold during the period.
The call might have been placed on hold multiple times.
Field Definition