PoC by Half Hour Report
Required permissions: Data Download View
The PoC by Half Hour data download report displays a list of all active points of contacts in the specified time period, reporting the activity by the half hour. Information includes the associated campaign and skill
, the number of agents active on the point of contact, the time spent there, SLA metrics, and number of abandons.
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Select Report Option
You need to configure a Date Range, Start/End Time, and Export Format when you run a data download report.
Columns
Campaign_No |
The unique, system-generated ID of the campaign |
Skill_No |
The unique, system-generated ID of the skill |
Halfhour_Code |
The code corresponding to the half hour of the day that the activity occurred. Each half hour is numbered 1-48 starting with 1 at 12:00 AM–12:30 AM and ending with 48 at 11:30 PM–12:00 AM. |
Agent_Cnt |
The total number of contacts who entered the skill |
Agent_Time |
The amount of time in seconds the contact spent conversing with an agent. |
In_SLA |
The total number of contacts who entered the skill |
Out_SLA |
The total number of contacts who entered the skill |
Start_Date |
The date within the specified time period on which the |
Abandon_Cnt |
The total number of contacts who abandoned the connection to the |
Abandon_Time |
The amount of time
|