Cisco Cisco E-Mail Manager Unity Integration Option User Guide

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

For Agent 2's skill group, this call affects the following fields

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Completed Tasks: Handled. This field is incremented.

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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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Transfer In. This field is incremented.

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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 for this call is included in this value.

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

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

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

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ASA. This call is used in the Average Speed of Answer calculation.

For both the original call type and the transfer and conference call type, the Tasks
Routed field is incremented.

caltyp05: Analysis of Calls Half
Hour Report

For both the original call type and the transfer and conference call type, this call
affects the following fields

caltyp21: Call Type Half Hour
Report

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Service Level. This call is used in the Service Level calculation. Because the call
was answered within the service level threshold, it affects the Service Level
positively.

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ASA. This call is used in the Average Speed of Answer calculation.

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Tasks: Offered. This field is incremented.

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Tasks: Answered. This field is incremented.

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Tasks: Answer Wait Time. This field is incremented.

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)