Cisco Cisco E-Mail Manager Unity Integration Option User Guide

6-42

ICM WebView Online Help

Agent Reports

agent25: Agent Consolidated Half Hour Report

*External Out

The number of Outgoing external tasks that this agent made during this

interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf

Log On Duration

The total time during the interval that the agent was logged on, measured in

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

AHT

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

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

Agent_Skill_Group_Half_Hour.CallsHandledToHalf)

% Active Time

The percentage of time that the agent has spent in Active on tasks in this skill

group in relation to LoggedOnTime.
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)

Avg Hold Time

The average hold or paused time of a task handled by the agent, measured in

HH:MM:SS (hours, minutes, and seconds) format. Includes hold time

associated with transfer and conference operations.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf /

Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf

% Hold Time

The percentage of time that the agent has put a task on hold or in the paused

state in relation to LoggedOnTime or interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.HoldTimeToHalf /

Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

% Avail Time

The percentage of time that the agent has spent in the Available state in

relation to LoggedOnTime. Applies to all skill groups.
Derived from: (Agent_Skill_Group_Half_Hour.AvailTimeToHalf /

Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)