Cisco Cisco E-Mail Manager Unity Integration Option User Guide
6-19
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Agent Reports
agent05: Agent Task Detail Performance Report
Incoming Hold Tasks
% Time
The percentage of hold time associated with inbound tasks the agent placed
on hold or paused. This value is measured against the total time the agent was
logged on during the interval.
Derived from:
Derived from:
sum(Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf) * 1.0 /
sum(Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
*Outgoing Hold Tasks
Total Tasks
The total number of completed outbound tasks the agent placed on hold at
least once. The value is incremented when the after-call work associated with
the call is completed.
Derived from:
Derived from:
sum(Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf)
*Outgoing Hold Tasks
Avg Time
The average on hold time in seconds associated with outbound tasks the agent
placed on hold.
Derived from:
Derived from:
sum(Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf) /
sum(Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf)
*Outgoing Hold Tasks
% Time
The percentage of hold time associated with outbound tasks the agent placed
on hold. This value is measured against the total time the agent was logged on
during the interval.
Derived from:
Derived from:
sum(Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf) * 1.0 /
sum(Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
*Internal Hold Tasks
Total Tasks
The total number of completed internal tasks the agent placed on hold for the
interval. The value is incremented when the after-call work associated with the
call is completed.
Derived from: sum(Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf)
Derived from: sum(Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf)
*Internal Hold Tasks
Avg Time
The average on hold time associated with internal tasks the agent placed on
hold.
Derived from:
Derived from:
sum(Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf) /
sum(Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf)