Cisco Cisco E-Mail Manager Unity Integration Option User Guide

ICM WebView Online Help

Agent Reports

agtper27: Agent Peripheral Historical All Fields Report

Agent Name (no label)

The last and first name of the agent and the agent's ID (in parentheses) in the 

skill group in which agent resides.
Derived from: Person.LastName + "," + Person.FirstName + 

Agent.SkillTargetID

Skill Group (no label)

The skill group in which the agent is active for the interval and Skill Group Skill 

Target ID. 
Derived from: Agent_Skill_Group_Half_Hour.SkillGroupSkillTargetID

DateTime (no label)

The date and time of the selected row's data in MM/DD/YYYY (month, day, 

year) and HH:MM:SS (hour, minute, second) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime

The number of tasks begun during the half-hour interval. The number of tasks 

begun includes only handled tasks and internal calls received, which are 

tracked in the CallsHandledToHalf and InternalCallsReceivedToHalf fields, 

respectively. The count for CallsAnswered is updated in the database at the 

time the task is begun.
Derived from: Agent_Skill_Group_Half_Hour.CallsAnsweredToHalf

The total number of tasks handled for the call type during the half-hour 

interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf

The total number of calls that were abandoned while offered to the agent 

and/or the number of paused tasks the agent ended. The value is updated in 

the database at the time the call disconnects or the task ends.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf

The number of calls transferred to the agent in the skill group during the 

half-hour interval. The value is updated in the database when the after-call 

work time associated with the call (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf

The number of calls transferred out by the agent during the half-hour interval. 

The value is updated at the time the agent completes the transfer of the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf