Cisco Cisco E-Mail Manager Unity Integration Option User Guide

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Agent Reports

agtskg05: Agent Task Detail Performance Report

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 calls.
Derived from: 

sum(Agent_Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf) / 

sum(Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf)

The percentage of time that the agent spent during the interval on conference 

calls/tasks. The percentage includes hold time associated with the conference 

calls. 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_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The number conference calls/tasks the agent initiated. Initiated calls include 

ACD and non-ACD calls. 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.ConferencedOutCallsToHalf)

The average time in seconds that the agent spent in conference on 

agent-initiated tasks during the interval. This value includes hold time 

associated with the conference calls.
Derived from: 

sum(Agent_Skill_Group_Half_Hour.ConferencedOutCallsTimeToHalf) / 

sum(Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf)

The percentage of time that the agent spent during the half-hour interval on 

agent-initiated conference calls/tasks. This percentage includes hold time 

associated with the conference calls. This value is measured against the total 

time the agent was logged on during the interval.
Derived from: 

sum(Agent_Skill_Group_Half_Hour.ConferencedOutCallsTimeToHalf) * 1.0 / 

sum(Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The total agent data.