Cisco Cisco E-Mail Manager Unity Integration Option User Guide

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Agent Reports

agent23: Agent Performance Summary Half Hour Report

AHT (Average Handle Time)

The average time, measured in HH:MM:SS (hours, minutes, seconds), spent 

by the agent in handling a task. 
Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf / 

Agent_Skill_Group_Half_Hour.CallsHandledToHalf)

The percentage of time that the agent has spent in the Active state in relation 

to LoggedOnTime or the selected interval, whichever is less.
Derived from: ((Agent_Skill_Group_Half_Hour.TalkInTimeToHalf + 

Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf + 

Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf) / 

Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The average hold and paused time of a task handled by an agent. Measured in 

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

Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf

The percentage of time that the agent was in the Hold/paused state in relation 

to LoggedOnTime or interval, whichever is less, during the given interval.
Derived from: (Agent_Skill_Group_Half_Hour.HoldTimeToHalf / 

Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The total time that the agent spent in the reserved state waiting for ICM 

routed task to arrive measured in HH:MM:SS (hours, minutes, seconds) 

format.
Derived from: Agent_Skill_Group_Half_Hour.ReserveStateTimetoHalf

The percentage of time that the agent spent in Reserved state in relation to 

LoggedOnTime or interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf / 

Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The total time that the agent spent in wrap-up on incoming and outgoing tasks 

measured in HH:MM:SS (hours, minutes, seconds).
Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf + 

Agent_Skill_Group_Half_Hour.WorkReadyTimetoHalf)