Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note

The Agent Summary Report contains a summary of the activities of agents, 
including call and agent state activities.

Average / max talk time, hold time etc. pertain only to Inbound ACD calls 
that are received by the agent.

The Agent Summary Report can include these charts:

The Agent Summary Report includes a table that shows the following information 
for each agent:

Skill Names

Displays information for agents who possess the specified skills.

Team Names

Displays information for agents who belong to the selected teams.

Call Handle Ratio 
by Agent

For each agent, displays the number of calls handled by the agent divided by the 
number of calls presented to that agent.

Total Calls Handled 
by Agent

For each agent, displays the total number of calls handled.

Average Talk Time, 
Hold Time, Work 
Time by Agent

For each agent, displays the average time spent in Talk state, on hold, and in 
Work state.

Agent Name 
(Agent_ID)

First name and last name of the agent. The string in parantheses displays the 
login ID of the agent.

Extension

The last active Unified CCX extension that the Unified CM assigned to the agent 
during the report period.