WARMTRANSFER / INDIVIDUAL AGENT ACTIVITY
Agent Activity — Devon K.
2026-08-03 — 2026-08-09 · America/Chicago
Scope: agent: Devon K. · Answered final-handler contacts
Deterministic report · No AI used · WT-REPORT-1.1 · Generated 2026-08-10T12:00:00.000Z
Handled contacts72final-handler attribution
Avg connected206.5s72 contributing
Avg wrap-up23.6s72 contributing
Transferred66 transfer events
Read this as activity, not an employee score.
These contacts were attributed to the final recorded handler. Routing, schedule, contact complexity, transfers, and work outside this dataset affect the result. This report does not measure adherence, occupancy, quality, or productivity.
Report summary
- Technical Support accounts for 58 of 72 records in this selection.
- The busiest local hour is 09:00–10:00 with 14 records across the selected days.
- 6 contacts have one or more transfers; 6 transfer events are recorded. These are different measures.
Daily contact volume
Completed contacts by local date
Hourly demand
Local hour · all selected dates combined
00
03
06
7
1409
7
14
712
7
11
515
18
21
Outcome and direction mix
Every selected contact remains visible
Answered72 100.0%
Abandoned0 0.0%
Not connected0 0.0%
Unknown0 0.0%
Direction
inbound58 80.6%
outdial14 19.4%
Time profile
Averages disclose contributing record counts
Queue wait17.1s20m total · n=72
Connected206.5s4h 7m total · n=72
Wrap-up23.6s28m total · n=72
Connected + wrap-up230.0s4h 36m total · n=72
Transfers
6 contacts with recorded transfer history · 6 transfer events · 8.3% of contacts with known transfer data
Daily detail
Outcome and duration metrics for each local date in the report.
| Local date | Contacts | Answered | Abandoned | Not connected | Unknown | Answered share | Queue wait | Connected + wrap-up |
|---|---|---|---|---|---|---|---|---|
| 2026-08-03 | 8 | 8 | 0 | 0 | 0 | 100.0% | 14.0s | 222.1s |
| 2026-08-04 | 9 | 9 | 0 | 0 | 0 | 100.0% | 14.3s | 238.9s |
| 2026-08-05 | 10 | 10 | 0 | 0 | 0 | 100.0% | 17.0s | 230.6s |
| 2026-08-06 | 10 | 10 | 0 | 0 | 0 | 100.0% | 17.0s | 230.6s |
| 2026-08-07 | 11 | 11 | 0 | 0 | 0 | 100.0% | 17.2s | 237.6s |
| 2026-08-08 | 12 | 12 | 0 | 0 | 0 | 100.0% | 19.3s | 225.4s |
| 2026-08-09 | 12 | 12 | 0 | 0 | 0 | 100.0% | 19.3s | 225.4s |
Queue mix
Queues represented in this agent’s final-attributed contacts.
| Final queue | Contacts | Answered | Abandoned | Not connected | Unknown | Answered share | Queue wait | Connected + wrap-up |
|---|---|---|---|---|---|---|---|---|
| Technical Support | 58 | 58 | 0 | 0 | 0 | 100.0% | 21.3s | 224.7s |
| Outbound Care | 14 | 14 | 0 | 0 | 0 | 100.0% | 0.0s | 252.0s |
Data quality & coverage
1,008 input rows · 0 duplicate IDs removed · 0 excluded rows · 72 selected records.
- FICTIONAL SAMPLE DATA — generated without customer records or bearer tokens.
- Missing or invalid duration and transfer values stay unknown; they are not converted to zero.
- Queue identity uses the Webex queue ID when available; duplicate queue names are shown with an ID suffix.
- Queue attribution uses the final queue carried by each contact; this is not a per-queue-offer or transfer-leg report.
- File coverage is not verified against the source system. An empty day can mean no records or an incomplete export.
How these numbers were calculated
- CUCM CDR
- Records are CUCM call legs. Queue wait, wrap-up, transfer counts and direction stay unknown. A zero duration can be a connected call shorter than one second.
- Records
- Completed contacts for Contact Center; call legs for Webex Calling. Records are not necessarily distinct calls.
- Answered share
- Records explicitly answered / all selected records. Unknown outcomes remain in the denominator.
- Abandoned
- Only records explicitly labeled abandoned. This is not all unanswered records and is not an Analyzer service-level denominator.
- Average queue wait
- Sum of queue-wait seconds / answered records with known queue-wait values. Ring time is not included; this is not ASA.
- Average connected
- Sum of connected seconds / answered records with known connected values. No assumption about whether connected includes hold.
- Average wrap-up
- Sum of wrap-up seconds / answered records with known wrap-up values. Missing values are excluded, not treated as zero.
- Connected + wrap-up
- Mean of connected plus wrap-up seconds, using answered records where both fields exist. Hold is not added. Not labeled Analyzer-parity AHT.
- Transfer share
- Contacts with one or more transfers / contacts with a known transfer count. Transfer events are a separate count.
- Percentiles
- Nearest-rank percentile of known non-negative duration values. Missing values are excluded and the contributing count is printed beside the result.
- Totals
- Ratios use pooled numerators and denominators. Group percentages are never averaged.
- Timezone
- All date filters, daily buckets, and hourly buckets use the timezone printed on the report. Dates select contact start time.
- Coverage
- Includes only supplied records. Gaps are not proof of zero traffic; missing records cannot be reconstructed from an export.
- Attribution
- Contact Center queue, team, and agent identities are the final recorded handler identities. Earlier transfer legs are not included. Agent-state, occupancy, and adherence require a separate session/event dataset.
- Method version
- WT-REPORT-1.1; deterministic calculations; no language-model processing.