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Siebel Universal Queuing Administration Guide > Siebel Universal Queuing Reporting > Viewing Historical DataHistorical data that you can view includes data for work items and data for agents. Siebel Universal Queuing maintains a journal of work items received and routed. The work item journal contains the following information for each work item:
In addition, Siebel Universal Queuing creates an agent journal when an agent logs out. The agent journal summarizes an agent's performance for this login session. The agent journal contains the following information:
The information contained in the work item and agent journals is the basis for the historical statistics described in this section. The predefined historical statistics only displays a subset of the available data. You can specify additional statistical information for custom reports by using the business objects and business components defined in Business Objects and Business Components. |
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