Cisco Cisco E-Mail Manager Unity Integration Option User Guide

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% Wrap Up. The agent's wrap up time for this call is used
in the calculation.

This call affects the following fields

agent25: Agent Consolidated Half Hour Report

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Completed Tasks: Handled. This field is incremented.

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Agent State Times: % Reserved Time. This agent's reserved
time for this call is used in the calculation.

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Agent State Times: % Active Time. The agent's active time
for call is used in the calculation.

•

Agent State Times: % Wrap Up. The agent's wrap up time
for call is used in the calculation.

This call affects the following fields:

perskg21: Peripheral Skill Group Task Summary Half Hour
Report

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Completed Tasks: Handled. This field is incremented.

•

Completed Tasks: % Handled. This call is used in the
calculation.

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Completed Tasks: Total. This field is incremented.

This call affects the following fields

perskg25: Peripheral Skill Group Consolidated Half Hour Report

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Completed Tasks: Handled. This field is incremented.

•

Completed Tasks: Total. This field is incremented.

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Completed Tasks: AHT. The handle time for this call is
used in the calculation.

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Completed Tasks: Avg Active Time. The agent's active
time for this call is used in the calculation.

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Agent State Times: Active Time. The active time is
displayed (10 minutes and 53 seconds).

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Agent State Times: % Active Time. The agent's active time
for this call is used in the calculation.

•

Agent State Times: % Reserved Time. The agent's reserved
time for this call is used in the calculation.

•

Agent State Times: % Wrap Up Time. The agent's wrap up
time for this call is used in the calculation.