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Cisco Cisco Unified Intelligent Contact Management Software User Guide

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Agent Reports
agtper05: Agent Peripheral Task Detail Performance Report
 
Incoming Hold Tasks: % Time
The percentage of hold time associated with inbound tasks the agent placed 
on hold or paused. This value is measured against the total time the agent was 
logged on during the interval.
Derived from: 
sum(Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf) * 1.0 / 
sum(Agent_Half_Hour.LoggedOnTimeToHalf)
*Outgoing Hold Tasks: Total Tasks
The total number of completed outbound tasks the agent placed on hold at 
least once. The value is incremented when the after-call work associated with 
the call is completed.
Derived from: 
sum(Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf)
*Outgoing Hold Tasks: Avg Time
The average length of time that the agent left outgoing tasks on hold.
Derived from: 
sum(Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf) / 
sum(Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf)
*Outgoing Hold Tasks: % Time
The average on hold time in seconds associated with outbound tasks the agent 
placed on hold.
Derived from: 
sum(Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf) * 1.0 / 
sum(Agent_Half_Hour.LoggedOnTimeToHalf)
*Internal Hold Tasks: Total Tasks
The total number of completed inbound tasks the agent placed on hold. The 
value is incremented when the after-task work associated with the task, is 
any, is completed.
Derived from: sum(Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf)
*Internal Hold Tasks: Avg Time
The average on hold time in seconds associated with inbound tasks the agent 
placed on hold.
Derived from: 
sum(Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf) / 
sum(Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf)
*Internal Hold Tasks: % Time
The percentage of hold time associated with inbound tasks the agent placed 
on hold. This value is measured against the total time the agent was logged on 
during the interval.