Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

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Agent Reports

agtskg21: Agent Skill Group Task Summary Half Hour Report

The date and time of the selected row's data in MM/DD/YYYY (month, day, 

year) and HH:MM:SS (hour, minute, second) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime

The total time period the agent was logged in measured in HH:MM:SS (hours, 

minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf

The number of ICM routed tasks that the agent has handled.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf

The time the agent spent on ICM routed tasks, measured in HH:MM:SS 

(hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf

The number of times that this agent received a direct internal or external 

incoming task. This includes direct tasks that were received from another 

agent via the transfer or conference key that dialed the agent’s extension 

directly without going through ICM scripting.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRcvdToHalf

The time the agent spent on direct incoming tasks, measured in HH:MM:SS 

(hours, minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRvcdTimeToHalf

The number of external outgoing tasks that the agent made from the ACD 

extension.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf

The time the agent spent on outgoing external tasks, measured in HH:MM:SS 

(hours, minutes, seconds). Includes hold time.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf