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Cisco Cisco E-Mail Manager Unity Integration Option User Guide

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Agent Reports
agtper05: Agent Peripheral Task Detail Performance Report
Derived from: 
sum(Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf) * 1.0 / 
sum(Agent_Half_Hour.LoggedOnTimeToHalf)
*Supervisor Assist Tasks: Total Tasks
The total number of tasks for which the agent received supervisor assistance 
during the interval. The value is incremented when the supervisor assistance 
call completes.
Derived from: sum(Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf)
*Supervisor Assist Tasks: Avg Time
The average time in seconds that the agent received assistance for all 
supervisor-assisted tasks during the interval.
Derived from: 
sum(Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf) / 
sum(Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf)
*Supervisor Assist Tasks: % Time
The percentage of time that the agent spent during the interval on 
supervisor-assisted tasks. This value is measured against the total time the 
agent was logged on during the interval.
Derived from: 
sum(Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf) * 1.0 / 
sum(Agent_Half_Hour.LoggedOnTimeToHalf)
*Conference In Tasks: Total Tasks
The number of incoming tasks on which the agent was in conference. 
Incoming tasks include ACD and non-ACD tasks. The value is incremented 
with the agent drops off the call and the call becomes a simple two-party call.
Derived from: sum(Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf)
*Conference In Tasks: Avg Time
The average time in seconds that the agent spent in conference with tasks 
during the interval. This value includes hold time associated with the 
conference tasks.
Derived from: 
sum(Agent_Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf) / 
sum(Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf)
*Conference In Tasks: % Time
The percentage of time that the agent spent during the interval on conference 
tasks. The percentage includes hold time associated with the conference 
tasks. This value is measured against the total time the agent was logged on 
during the interval.
Derived from: 
sum(Agent_Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf) * 1.0 / 
sum(Agent_Half_Hour.LoggedOnTimeToHalf)