Cisco Cisco E-Mail Manager Unity Integration Option User Guide

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Agent Reports

agteam23: Agent Team Performance Summary Half Hour Report

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

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

Task Treatment: Aban While Offer

The number of ICM routed tasks that abandoned while offered to the agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf

Task Treatment: Redirect No Answer

The number of tasks offered at the agents terminal or phone that were

redirected to another location because of the agent's failure to respond.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf

Task Treatment: Aban Hold

The number of ICM routed calls to the agent that abandoned while the call was

on hold and/or the number of paused tasks that the agent ended during the

interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallstoHalf

*Task Treatment: Supv Assist

The number of calls an agent made to the supervisor for assistance.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf

*Task Treatment: Supv Assist Time

The length of supervisor assisted calls measured in HH:MM:SS (hours,

minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf

*Task Treatment: Emerg Assist

The number of calls that required emergency assistance.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf