Cisco Cisco IPCC Web Option Betriebsanweisung

The media routing domain into which the agent is logged for doing this type of task. 
This is the media routing domain associated with the Skill Group in which the agent 
worked when doing this task.  
Each media routing domain has its own skill groups. If an agent is logged into more 
than one media routing domain, then that agent also belongs to more than one skill 
group.
Derived from: Media_Routing_Domain.EnterpriseName

The agent's last name and first name and agent's skill target ID.
Derived from: Person.LastName + ', ' + Person.FirstName + Agent.SkillTargetID

DateTime (no label)

The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and 
HH:MM:SS (hour, minute, second) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime

The number of ICM Routed tasks this agent has handled.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledtoHalf

The average time spent by the agent in handling a task, measured in HH:MM:SS 
(hours, minutes, seconds).
Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf / 
Agent_Skill_Group_Half_Hour.CallsHandledToHalf)

The number of incoming calls to this agent that were placed on hold. 
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf

The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold, 
for all incoming calls which included hold time. 
Derived from: (Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf / 
 Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)

For voice: the total number of calls that were abandoned while the agent’s phone was 
ringing.  For non-voice: the total number of tasks that were abandoned while being 
offered to an agent. 
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf

The number of tasks that left the agent's phone or terminal that were redirected to 
another dialed number because of no answer.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf