Cisco Cisco IP Contact Center Release 4.6.2 User Guide

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Agent Reports

agent27: Agent 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 talking on inbound 

tasks (neither outbound nor internal) 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 tasks that were abandoned while offered at the agent's 

phone or terminal. The value is updated in the database at the time the task 

disconnects.
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 at the agent's terminal or phone that were 

redirected on failure to respond. The value is updated in the database at the 

time the call is diverted to another device.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf

The number of calls 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