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Cisco Cisco E-Mail Manager Unity Integration Option User Guide

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Agent Reports
agteam05: Agent Task Detail Performance Report
Derived from: Person.LastName + ' ' + Person.FirstName
Media
The media routing domain into which the agent is logged for doing this type of 
task. This is the media routing domain associated with the Skill Group in which 
the agent worked when doing this task. 
Each media routing domain has its own skill groups. If an agent is logged into 
more than one media routing domain, then that agent also belongs to more 
than one skill group.
Derived from: Media_Routing_Domain.EnterpriseName
Agent Name
The agent's last name and first name.
Derived from: Person.LastName + ' ' + Person.FirstName
Aban Hold
The total number of ACD tasks that were abandoned while being held at an 
agent's position. The value is incremented at the time the call disconnects.
Derived from: sum(Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf)
Abandon While Offer Tasks: Total Tasks
The total number of tasks offered to this agent that were abandoned while 
offered and/or the number of paused tasks that the agent ended during the 
given interval.
Derived from: sum(Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf)
Abandon While Offer Tasks: Avg Time
The average length of time associated with offered tasks that were abandoned 
and/or the paused tasks that the agent ended during the given interval.
Derived from: sum(Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf) / 
sum(Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf)
Abandon While Offer Tasks: % Time
The percentage of time associated with tasks that were abandoned or paused 
while offered to the agent. This value is measured against the total time the 
agent was logged on during the interval.
Derived from: sum(Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf) * 
1.0 / sum(Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Incoming Hold Tasks: Total Tasks
The total number of completed inbound tasks the agent placed on hold or 
paused. The value is incremented when the after-task work associated with 
the task (if any) is completed.
Derived from: sum(Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)