Cisco Cisco IP Contact Center Release 4.6.2 User Guide

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Agent Reports

agent26: Agent Consolidated Daily Report

The number of tasks this agent transferred to another agent or skill group. 

This includes Consultative Calls if this transfer was consultative-not blind.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf

The number of Outgoing external tasks that this agent made during this 

interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf

The total time during the interval that the agent was logged on, measured in 

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

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

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

Agent_Skill_Group_Half_Hour.CallsHandledToHalf)

The percentage of time that the agent has spent in Active on tasks in this skill 

group in relation to LoggedOnTime.
Derived from: ((Agent_Skill_Group_Half_Hour.TalkInTimeToHalf + 

Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf + 

Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf) / 

Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The average hold or paused time of a task handled by the agent,  measured in 

HH:MM:SS (hours, minutes, and seconds) format. Includes hold time 

associated with transfer and conference operations.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf / 

Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf

The percentage of time that the agent has put a task on hold or in the paused 

state in relation to LoggedOnTime or interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.HoldTimeToHalf / 

Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)