Cisco Cisco E-Mail Manager Unity Integration Option User Guide

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Agent Reports

agteam23: Agent Team Performance Summary Half Hour Report

*Task Treatment: Barge In

The number of calls that were barged-in by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.BargedInCallsToHalf

*Task Treatment: Intercept

The number of calls that were intercepted by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf

*Agent Time Spent: Avail Time

The time the agent spent in the available state waiting for a call, measured in

HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.AvailTimeToHalf

*Agent Time Spent: Not Ready

The time the agent spent in the Not Ready State, measured in HH:MM:SS

(hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf

Agent Time Spent: AHT

The average time spent by the agent in handling a task, measured in

HH:MM:SS (hour, minutes, seconds) format.
Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /

Agent_Skill_Group_Half_Hour.CallsHandledToHalf)

Agent Time Spent: Avg Hold Time

The average hold time of a task handled by the agent.
Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf /

Agent_Skill_Group_Half_Hour.CallsHandledToHalf)

*Agent Time Spent: Reserved Time

The time the agent spent in the Reserved state waiting for ICM routed call to

arrive, measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.ReserveStateTimeToHalf

*Agent Time Spent: Wrap Up Time

The time the agent spent in Wrap Up on incoming and outgoing calls,

measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf +

Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)

Media Summary

The totals of agent data for a media routing domain, in which the agent was

logged during the given interval