Cisco Cisco IPCC Web Option User Guide

ICM WebView Online Help

Agent Reports

agtskg27: Agent Skill Group Historical All Fields Report

The total time in seconds that the agent spent in the Active state for tasks 

associated with the skill group during the half-hour interval. 
The value is based on TalkTime from the Termination_Call_Detail table. It is 

updated in the database when the after-task work time associated with the 

task (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf

The number of seconds that agents in the skill group spent in the active state 

(on incoming tasks) during the half-hour interval. TalkInTime is included in the 

calculation of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkInTimeToHalf

The total number of calls that were abandoned while being offered to the 

agent and/or the number of paused tasks the agent ended. This value is 

updated in the database at the time the held call disconnects or the paused 

task ends.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf

The total number of calls that were abandoned while being held by the agent 

and/or the number of paused tasks the agent ended. This value is updated in 

the database at the time the held call disconnects or the paused task ends.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf

The number of tasks offered to this agent that were redirected on failure to 

answer or to respond. The value is updated in the database at the time the 

task is diverted to another device.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf

The number of tasks transferred to agents in the skill group during the 

half-hour interval. The value is updated in the database when the after-call 

work time associated with the call (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf