Cisco Cisco E-Mail Manager Unity Integration Option User Guide
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Agent Reports
agtskg04: Agent Task Detail Activity Report
*External Out Tasks: % Time
The percentage of all tasks handled by the agent for the period that were
outgoing tasks.
Derived from: sum(Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf) *
Derived from: sum(Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf) *
1.0 / sum(Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
*Internal Out Tasks: Total Tasks
The total number of internal tasks initiated by the agent during the interval.
The value is incremented when the after-task work associated with the task is
completed.
Derived from: sum(Agent_Skill_Group_Half_Hour.InternalCallsToHalf)
Derived from: sum(Agent_Skill_Group_Half_Hour.InternalCallsToHalf)
*Internal Out Tasks: Avg Time
The average length in seconds for completed internal tasks made by the agent
for the interval.
Derived from: sum(Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf) /
Derived from: sum(Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf) /
sum(Agent_Skill_Group_Half_Hour.InternalCallsToHalf)
*Internal Out Tasks: % Time
The percentage of all tasks handled by the agent for the period that were
internal tasks.
Derived from: sum(Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf) *
Derived from: sum(Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf) *
1.0 / sum(Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
*CB Messages: Total Tasks
The total number of callback messages that were processed by the agent
during the interval.
Derived from: sum(Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf)
Derived from: sum(Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf)
*CB Messages: Avg Time
The average length in seconds for callback messages that were processed by
the agent during the interval.
Derived from:
Derived from:
sum(Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf) /
sum(Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf)
*CB Messages: % Time
The percentage of all calls handled by the agent for the period that were
callback messages.
Derived from:
Derived from:
sum(Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf) * 1.0 /
sum(Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)