Cisco Cisco E-Mail Manager Unity Integration Option User Guide

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Agent Reports

agtper21: Agent Peripheral Task Summary Half Hour Report

The number of ICM routed calls to the agent that abandoned while the call was 

on hold and/or the number of paused tasks that the agent ended during the 

interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf

The number of external outgoing calls that the agent made from the ACD 

extension.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf

The number of internal outgoing calls that the agent made from the ACD 

extension.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf

The number calls this agent transferred out to another agent or skill group. 

This includes Consultative Calls if this transfer was consultative-not blind.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf

The number of outgoing internal calls that have been held.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf

The number calls that this agent conferenced out to another agent or skill 

group. This includes consultative Calls.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf

The number of times an agent consulted with another agent or supervisor 

through the conference or transfer key. This includes supervisor or emergency 

assisted calls. 
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf

The number of calls that required supervisor assistance.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf

The number of calls that required emergency assistance.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf