Cisco Cisco E-Mail Manager Unity Integration Option User Guide
6-109
ICM WebView Online Help
Agent Reports
agtper27: Agent Peripheral Historical All Fields Report
*Barge In
The number of calls barged in on either by the supervisor or by the agent.
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
*Intercept
The number of calls intercepted by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf
*Monitor
The number of calls monitored by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.MonitorCallsToHalf
Derived from: Agent_Skill_Group_Half_Hour.MonitorCallsToHalf
*Whisper
The number of calls coached by the supervisor (not supported in ICM 5.0).
Derived from: Agent_Skill_Group_Half_Hour.WhisperCallsToHalf
Derived from: Agent_Skill_Group_Half_Hour.WhisperCallsToHalf
*Emergency
The number of emergency assist requests made by the agent.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
Log On Time
The total time in seconds that the agent was logged on during the half-hour
interval.
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Talk Time
The time in seconds that this agent was in the Active state during the
half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.TalkInTimeToHalf +
Derived from: Agent_Skill_Group_Half_Hour.TalkInTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf
*Hand Time
The total handle time in seconds for completed outbound tasks handled by the
agent during the half-hour interval.
Handle time includes WorkTime, TalkTime, and HoldTime, all of which are
Handle time includes WorkTime, TalkTime, and HoldTime, all of which are
taken from the Termination_Call_Detail records. The AgentOutCallsTime value
includes the time spent from the task being initiated by the agent to the time
the agent completes after-task work time for the task. The value is updated in
the database when the after-task-work time associated with the task (if any)
has completed.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf