Hello,
I did a sort of a research, well, it is not going to be a piece of cake. Anyway, let's see, what the docs say about this particular column:
agtper26 report - WebView online help:
Agent State Times: Log On Duration
The total time during the interval the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Hmm, let's see, what is the Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf is about. This is what I found in the db schema help:
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Total time, in seconds, an agent associated with this skill group was logged on during the half-hour interval. This value is based on the following:
HoldTimeToHalf
LoggedOnTimeToHalf
TalkInTimeToHalf
TalkOutTimeToHalf
TalkOtherTimeToHalf
AvailTimeToHalf
NotReadyTimeToHalf
WorkReadyTimeToHalf
WorkNotReadyTimeToHalf
BusyOtherTimeToHalf
ReservedStateTimeToHalf
TalkAutoOutTimeToHalf
TalkPreviewTimeToHalf
TalkReservedTimeToHalf
This field is applicable for ICM, IPCC Enterprise and Outbound Option.
Oops. Anyway, let's take a look into the pbl file.
LoggedOnTime = MAX(ISNULL(AgentHalfHour.LoggedOnTime, 0)),
Well, what is AgentHalfHour? And why do we need the MAX value? Or, is it just a trick?
Oh, yes. If we read on the statement, it says
LoggedOnTime = SUM(ISNULL(AHH.LoggedOnTimeToHalf,0)),
and, of course, AHH is just the alias of
FROM Agent_Half_Hour AHH
and AgentHalfHour
is just a table joined in here.
To sum it up, this SELECT just sums up the seconds found in the Agent_Half_Hour table for that particular agent and presents it a nice format.
Don't ask me why it reports 8:30 as logged on time, but I am 99.9995 percent sure there are better ways to get information about logon duration.
From the Agent_Logout, Agent_Event_Detail or the Agent_State_Trace tables, perhaps. Or,
The Agent_Event_Detail is usually turned on (check at PG Explorer), the Agent_State_Trace is usually turned off (because it generates a lots of data, check at Agent Explorer).
If you don't need anything fancy, just the logon duration time, just double check whether either setting is turned on, and if yes, we can write a nice and neat SQL script that selects that.
