Cisco Cisco Unified Contact Center Enterprise 10.0(1) User Guide

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Agent Reports

agteam24: Agent Team Performance Summary Daily Report

*Task Treatment: Supv Assist Time

The length of supervisor assisted calls measured in HH:MM:SS (hours,

minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf

*Task Treatment: Emerg Assist

The number of calls that required emergency assistance.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf

*Task Treatment: Barge In

The number of calls that were barged-in by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.BargedInCallsToHalf

*Task Treatment: Intercept

The number of calls that were intercepted by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf

*Agent Time Spent: Avail Time

The time the agent spent in the available state waiting for a call, measured in

HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.AvailTimeToHalf

*Agent Time Spent: Not Ready

The time the agent spent in the Not Ready State, measured in HH:MM:SS

(hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf

Agent Time Spent: AHT

The average time spent by the agent in handling a task, measured in

HH:MM:SS (hour, minutes, seconds) format.
Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /

Agent_Skill_Group_Half_Hour.CallsHandledToHalf)

Agent Time Spent: Avg Hold Time

The average hold time of a task handled by the agent.
Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf /

Agent_Skill_Group_Half_Hour.CallsHandledToHalf)

*Agent Time Spent: 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.
Derived from: Agent_Skill_Group_Half_Hour.ReserveStateTimeToHalf