Cisco Cisco E-Mail Manager Unity Integration Option User Guide

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Agent Reports

agent05: Agent Task Detail Performance Report

The total number of Hold and Paused tasks associated with the agent that 

were abandoned in the given interval.
Derived from: sum(Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf)

The total number of calls that where abandoned while being held at the 

agent's extension and/or the paused tasks that the agent ended during the 

given interval.
Derived from: sum(Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf)

The average length of time associated with offered tasks that were abandoned 

and/or the paused tasks that the agent ended during the given interval.
Derived from: 
sum(Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf) / 

sum(Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf)

The percentage of time associated with the calls that where abandoned while 

being held at the agent's extension and/or the paused tasks that the agent 

ended during the given interval.
This value is measured against the total time the agent was logged on during 

the given interval.
Derived from: 
sum(Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf) * 1.0 / 

sum(Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The total number of completed tasks the agent placed on hold or paused. The 

value is incremented when the after-task work associated with the task is 

completed.
Derived from: sum(Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)

The average on hold time associated with tasks the agent placed on hold or 

paused.
Derived from: 

sum(Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf) / 

sum(Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)