Missing TalkInTime Field in All Reports

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02-04-2016 06:23 PM - edited 03-14-2019 03:43 PM
Hello,
Is there a reason why i can't seem to find the actual TalkInTime Field in any of the agent historical and skill group historical report. I see below computation for %Active. While I can find the talkother, talkout, talkautoout etc.. but no trace of TalkInTime. Any Idea , please?
This is a calculated field, derived from: (Agent_Skill_Group_Interval.TalkInTime + Agent_Skill_Group_Interval.TalkOutTime + Agent_Skill_Group_Interval.TalkOtherTime + Agent_Skill_Group_Interval.TalkAutoOutTime + Agent_Skill_Group_Interval.TalkPreviewTime + Agent_Skill_Group_Interval.TalkReserveTime) / Agent_Interval.LoggedOnTime.
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02-05-2016 08:31 AM
Something like this? I'd recommend adding a WHERE clause to quicken the query results
SELECT TalkInTime, TalkOutTime, TalkOtherTime, TalkAutoOutTime, TalkPreviewTime, TalkReserveTime, LoggedOnTime,
(COUNT(TalkInTime + TalkOutTime + TalkOtherTime + TalkAutoOutTime + TalkPreviewTime + TalkReserveTime)
/(SELECT LoggedOnTime FROM Agent_Skill_Group_Interval)) AS PercentageActive
FROM Agent_Skill_Group_Interval
GROUP BY TalkInTime, TalkOutTime, TalkOtherTime, TalkAutoOutTime, TalkPreviewTime, TalkReserveTime, LoggedOnTime
