Cisco Cisco Unified Contact Center Enterprise 10.0(1) User Guide
IPCC Agent Report Templates
agent23: Agent Performance Summary Half Hour Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Media
The media routing domain into which the agent is logged for doing this type of task.
This is the media routing domain associated with the Skill Group in which the agent
worked when doing this task.
Each media routing domain has its own skill groups. If an agent is logged into more
than one media routing domain, then that agent also belongs to more than one skill
group.
This is the media routing domain associated with the Skill Group in which the agent
worked when doing this task.
Each media routing domain has its own skill groups. If an agent is logged into more
than one media routing domain, then that agent also belongs to more than one skill
group.
Derived from: Media_Routing_Domain.EnterpriseName
Skill Group
The agent's skill group's enterprise name and skill target ID associated with the task.
The ID of the skill group of the skill group from which the agent is currently working.
The ID of the skill group of the skill group from which the agent is currently working.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
DateTime
The date and time of the selected row's data in MM/DD/YYYY and HH:MM:SS (month,
day, year, hour, minute, second) format.
day, year, hour, minute, second) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
ASA
The Average Speed of Answer (ASA) for tasks to this agent during the half-hour
interval.
interval.
Derived from: (Agent_Skill_Group_Half_Hour.AnswerWaitTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsAnsweredToHalf)
AHT
The Average Handle Time (AHT), measured in HH:MM:SS (hours, minutes, seconds),
spent by the agent on a task.
spent by the agent on a task.
Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf)
Avg Hold Time
The hold time in HH:MM:SS (hours, minutes, seconds) that a call was put on hold, for
calls which included hold time.
calls which included hold time.
Derived from: (Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf +
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf) /
(Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf)
Agent State Times: Log On Duration
The total time in HH:MM:SS (hours, minutes, seconds) that the agent was logged in
during the half-hour interval.
during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf