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Cisco Cisco E-Mail Manager Unity Integration Option User Guide

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ICM WebView Online Help 
Skill Group Reports
perskg24: Peripheral Skill Group Performance Summary Daily Report
ASA
The average speed of answer measured for the skill group as the total time 
callers spent ringing at the agent’s voice device (handled or internal calls) in 
relation to the number of calls answered. 
Derived from: Skill_Group_Half_Hour.AnswerWaitTimetoHalf / 
Skill_Group_Half_Hour.CallsAnsweredToHalf
AHT
The Average Handle Time in seconds for incoming tasks handled by the skill 
group during the interval.
Derived from: Skill_Group_Half_Hour.HandleCallsTimeToHalf / 
Skill_Group_Half_Hour.CallsHandledToHalf)
Avg Active Time
The Average Active Time for agents in the skill group during the interval.
Derived from: (Skill_Group_Half_Hour.TalkInTimeToHalf + 
Skill_Group_Half_Hour.TalkOutTimeToHalf + 
Skill_Group_Half_Hour.TalkOtherTimeToHalf) / 
Skill_Group_Half_Hour.CallsHandledToHalf)
AWT
The Average Wrap up Time for agents in the skill group during the interval.
Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf + 
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) / 
Skill_Group_Half_Hour.CallsHandledToHalf)
Aban Hold
The number of ICM routed calls that Abandon While on hold at agents’ phones. 
Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf
Supv Assist
The number of calls for which agents received supervisor assistance.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf
Emerg Assist
The number of emergency assist requests by the agent.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf
Barge In
The number of calls barged in on by the supervisor.
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf