Cisco Cisco E-Mail Manager Unity Integration Option User Guide
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ICM WebView Online Help
Agent Reports
agent23: Agent Performance Summary Half Hour Report
Skill Group
The agent's skill group's enterprise name and skill target ID associated with
the task. The ID of the skill group of the skill group from which the agent is
currently working.
Derived from: Skill_Group.EnterpriseName Skill_Group.SkillTargetID
Derived from: Skill_Group.EnterpriseName Skill_Group.SkillTargetID
DateTime
The date and time of the selected row's data in MM/DD/YYYY and HH:MM:SS
(month, day, year, hour, minute, second) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Log On Duration
The total time that the agent was logged in, measured in HH:MM:SS (hours,
minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
ASA
The Average Speed of Answer (ASA) for tasks to this agent during the time
period.
Derived from: (Agent_Skill_Group_Half_Hour.AnswerWaitTimetoHalf /
Derived from: (Agent_Skill_Group_Half_Hour.AnswerWaitTimetoHalf /
Agent_Skill_Group_Half_Hour.CallsAnsweredToHalf)
Avail Time
The total time that the agent spent in the Available or Ready state with respect
to this skill group. Measured in HH:MM:SS (hours, minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.AvailTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.AvailTimeToHalf
% Avail
The percentage of time that the agent spent in the Available or Ready state
with respect to this skill group in relation to LoggedOnTime or interval,
whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.AvailTimeToHalf /
Derived from: (Agent_Skill_Group_Half_Hour.AvailTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
*Not Ready Time
The total time the agent spent in the Not Ready State measured in HH:MM:SS
(hours, minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf
*% Not Ready
The percentage of time that the agent has spent in the Not Ready state in
relation to LoggedOnTime or interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf /
Derived from: (Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf /
gent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)