Cisco Cisco IPCC Web Option User Guide

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Agent Reports

agtskg27: Agent Skill Group Historical All Fields Report

Date Time (no label)

The date and time at the start of the half-hour interval. 
Derived from: Agent_Skill_Group_Half_Hour.DateTime

The number of tasks answered during the half-hour interval. 
The number of tasks answered includes only handled tasks and internal tasks 

received, which are tracked in the CallsHandledToHalf and 

InternalCallsReceivedToHalf fields, respectively. The count for CallsAnswered is 

updated in the database at the time the task is answered.
Derived from: Agent_Skill_Group_Half_Hour.CallsAnsweredToHalf

The sum of answer wait time in seconds for all tasks answered by the agent 

during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AnswerWaitTimeToHalf

The total number of tasks handled by the agent during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf

The total handle time in seconds for inbound tasks counted as handled by the 

agent in the skill group during the half-hour interval. 
Handle time includes the time spent from the call being answered by the agent 

to the time the agent completed after call work time for the call. 

HandledCallsTime is based on HoldTime, WorkTime, and TalkTime from the 

Termination_Call_Detail records. The value for HandledCallsTime is updated in 

the database when the after-call work time associated with the call (if any) 

has completed.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf