Cisco Cisco E-Mail Manager Unity Integration Option User Guide
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates
agtskg23: Agent Skill Group Performance Summary Half Hour Report
Completed Tasks: AHT
The average time spent by the agent in handling a task, measured in HH:MM:SS (hour,
minutes, seconds) format.
minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: Avg Hold Time
The average hold time of a task handled by the agent.
Derived from: (Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf +
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf) /
(Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf)
Agent State Times: Active Time
The total time the agent spent talking (or being in the Active state) for the interval.
Derived from:
(Agent_Skill_Group_Half_Hour.TalkInTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf)
Agent State Times: Not Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
Available or Not Active state during the half-hour interval.
Available or Not Active state during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AvailTimeToHalf
*Agent State Times: Hold Time
The time, measured in HH:MM:SS (hours, minutes, seconds) format, when all tasks to
the agent are on hold or paused during the half-hour interval. HoldTime is counted only
while the agent is doing no other task-related activity. HoldTime is included in the
calculation of LoggedOnTime.
the agent are on hold or paused during the half-hour interval. HoldTime is counted only
while the agent is doing no other task-related activity. HoldTime is included in the
calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf
Agent State Times: Not Ready
The time the agent spent in the Not Ready State, measured in HH:MM:SS (hours,
minutes, seconds) format.
minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf
*Agent State Times: Reserved Time
The time the agent spent in the Reserved state waiting for ICM routed call to arrive,
measured in HH:MM:SS (hours, minutes, seconds) format.
measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.ReserveStateTimeToHalf