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

See 

, for an illustration of this report.

The last and first name of the agent.
Derived from: Person.LastName + ', ' + Person.FirstName

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.
Derived from: Media_Routing_Domain.EnterpriseName

The agent's skill group's enterprise name and skill target ID of the skill group 
associated with the task.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID

The total number of calls that where abandoned while being held at the agent's 
extension and/or the paused tasks that the agent ended during the given interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf

For voice: the total number of calls that were abandoned while the agent’s phone was 
ringing.  For non-voice: the total number of tasks that were abandoned while being 
offered to an agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf

Overview:
Subject

A table of selected agents' performance relating to 
abandoned, held, assistance, and conference calls/tasks, 
gathered in half-hour increments.
Fields applicable to a voice domain only are prefixed with an 
asterisk (*). Such fields are not applicable for e-mail or 
collaboration media.

Purpose

To show agent performance details for the selected time 
period.

Applicable environment

IPCC and/or ICM

Template type

Historical table

Default sort order

By agent last name, first name, media routing domain, and 
skill group