Cisco Cisco IP Contact Center Release 4.6.1 Betriebsanweisung
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Agent Reports
agtskg27: Agent Skill Group Historical All Fields Report
*Reserve
Tasks
Tasks
The total number of completed agent reservation calls made by the agent in
the skill group during the half-hour interval. The value is updated in the
database when the after-call work time associated with the call (if any) has
completed.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsToHalf
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsToHalf
*Reserve
Handle Time
Handle Time
The total handle time, in seconds, for completed agent reservation calls
handled by the agent in the skill group during the half-hour interval.
Handle time includes WorkTime, TalkTime, and HoldTime, all of which are
Handle time includes WorkTime, TalkTime, and HoldTime, all of which are
taken from the Termination_Call_Detail records. The ReserveCallsTime value
includes the time spent from the call being initiated to the time the agent
completes after-call work time for the call. The value is updated in the
database when the after-call work time associated with the call (if any) has
completed.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf
*Reserve
Talk + Hold Time
Talk + Hold Time
The total talk time, in seconds, for completed agent reservation calls handled
by the agent in the skill group during the half-hour interval.
This value includes the time spent from the call being initiated to the time the
This value includes the time spent from the call being initiated to the time the
agent begins after-call work for the call. It is based on TalkTime from
Termination_Call_Detail. It therefore includes the HoldTime associated with
the call. ReserveCallsTalkTime is updated in the database when the after-call
work time associated with the call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTalkTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTalkTimeToHalf
*Reserve
Talk Time
Talk Time
The number of seconds the agent spent talking on agent reservation calls
during the half-hour interval. TalkReserveTime is included in the calculation of
LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf
*Reserve
Hold Tasks
Hold Tasks
The total number of completed agent reservation calls that the agent in the
skill group placed on hold at least once. The value is updated in the database
when the after-call work time associated with the call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsOnHoldToHalf
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsOnHoldToHalf