Introduction

The report "11. Agent Time by State Grouped by Skill" from the "Agents" report group allows you to analyze, for each skill (queue), how each agent performs in terms of interaction volume (inbound/outbound/internal) and operational times (READY, RING, ACW, etc.), including subtotals by skill and a general total. It is useful for identifying performance differences between skills, actual operational load, and unproductive or waiting times associated with each queue.

Report Information

• SKILL_ID: Identifies the skill/queue to which the information is grouped; it can show values such as “- No Skill” (interactions/times not associated with a skill) or the format “SKILL #### - [name]” (skill with its ID and name), and each block of the report is organized around this value.
• AGENT_ID: Internal agent ID in the platform; used to filter/reconcile information when there are similar names or name changes.
• AGENT_DNI: Document/identification configured for the agent; useful for internal auditing and cross-referencing with payroll or HR.
• AGENT_NAME: Name of the agent (as configured in the operation); allows for quick reading of performance without relying on the ID.
• CALLS: Total interactions recorded for the agent within the skill and date range; usually matches the operational sum of their interactions (as applicable to the operation).
• INBOUND: Number of inbound calls handled/registered by the agent in that skill during the period.
• OUTBOUND: Number of outbound calls registered for the agent during the period (according to the type of dialing/campaign of the operation).
• INTERNAL: Number of internal calls (between agents/extensions) registered for the agent during the period.
• READY_TIME: Time accumulated in READY state (agent available/ready to receive interactions) during the period.
• INBOUND_TIME: Time accumulated associated with inbound interaction management; presented in hh:mm:ss format.
• OUTBOUND_TIME: Time accumulated associated with outbound interaction management; presented in hh:mm:ss format.
• ACW_TIME: Total time in ACW (After Call Work/coding or post-management), i.e., the time after the interaction dedicated to closing/recording the case.
• RING_TIME: Total time in RING (ringing/alert phase before the call is answered or connected), accumulated in hh:mm:ss.
• LOGIN_TIME: Total agent session/login time during the period (presence on the platform), accumulated in hh:mm:ss.
• AHT: Average Handle Time (average handling time, as calculated by the report) expressed as an average duration.
• OCCUPANCY: Agent occupancy percentage during the period; indicates how "busy" they were (for example, it may be shown as a percentage and in some cases may appear without value if there is not enough activity for calculation).
• AUX_TIME: Time accumulated in auxiliary states (pauses/auxiliary states), presented in hh:mm:ss.
• HITS: Count of "hits"/effective contacts recorded by the campaign/report logic (if used by the operation); usually shown as an integer.
• RPC: Count of Right Party Contact or effective contact with the right party (if applicable to campaigns); presented as an integer.
• AHT_OUTBOUND: AHT calculated specifically for outbound calls (average handling time for outbound), in time format.
• AHT_INBOUND: AHT calculated specifically for inbound calls (average handling time for inbound), in time format.