I have a custom stored procedure which was created by a ex-coworker.
Now, my client needs to add the following columns-
Hold Time (Found on CSQ-Agent Summary report, we want the line indicating average)
Work Time (Found on CSQ-Agent Summary report, we want the line indicating average)
% of Unavailable time (Found on the Agent State Summary Report by Agent, we want the percentage amount listed for each person under the category Not Ready.)
The custom stored procedure is attached.
I am unfamiliar with the DB structure so any help is appreciated.