Cisco Cisco IPCC Web Option User Guide
6-18
ICM WebView Online Help
Agent Reports
agent05: Agent Task Detail Performance Report
Aban Hold
The total number of Hold and Paused tasks associated with the agent that
were abandoned in the given interval.
Derived from: sum(Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf)
Derived from: sum(Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf)
Abandon While Offered Tasks
Total Tasks
The total number of calls that where abandoned while being held at the
agent's extension and/or the paused tasks that the agent ended during the
given interval.
Derived from: sum(Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf)
Derived from: sum(Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf)
Abandon While Offered 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) /
Derived from:
sum(Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf) /
sum(Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf)
Abandon While Offered Tasks
% Time
The percentage of time associated with the calls that where abandoned while
being held at the agent's extension and/or the paused tasks that the agent
ended during the given interval.
This value is measured against the total time the agent was logged on during
This value is measured against the total time the agent was logged on during
the given interval.
Derived from:
sum(Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf) * 1.0 /
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 tasks the agent placed on hold or paused. The
value is incremented when the after-task work associated with the task is
completed.
Derived from: sum(Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)
Derived from: sum(Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)
Incoming Hold Tasks
Avg Time
The average on hold time associated with tasks the agent placed on hold or
paused.
Derived from:
Derived from:
sum(Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf) /
sum(Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)