Technical References

Workforce Management Reports Reference Guide
48 June 15, 2012
Service Level Threshold
Seconds
The service level threshold, in seconds, for the CSQ for
the interval
Skill Group The agent’s skill group.
Start Time The start time of the work shift.
Team The team name.
Team Name The team name.
Total The total time scheduled for agents for the service for
the interval.
Total Absence Time The total time (in seconds) during the interval that the
agent was logged in but not accepting ACD calls
Total Handle Time For service queues: Talk Time + After Call Work Time
(note that Hold Time is included in the Talk Time total)
For agents: Talk Time + Hold Time + After Call Work Time
Total In Service Time The total time (in seconds) during the period the agent
was in a state ready to take an ACD call or was handling
an ACD call.
Total In Session Time The total logged-in time (Total In-Service Time + Total
Not Ready Time)
Total Login Time The total login time for the agent for the interval.
Total Not Ready Time The total time the agent was in the Not Ready state
during the interval.
Total Paid The total hours of paid time scheduled for the interval.
Total Ready Time The total time the agent was in the Ready state during
the interval.
Total Talk Time The total time (in seconds) the agent was on ACD calls.
The time runs from when the agent answers an ACD call
until when the agent disconnects the call, and includes
hold time.
Total Unpaid The total hours of unpaid time scheduled for the
interval.
Total Work Time The total time the agent was in the Work state during the
interval.
Username The agent’s username.
Field Definition