Cisco Cisco IP Contact Center Release 4.6.1 User Guide

The average length of time associated with Ringing/offered tasks that were abandoned. 
Derived from: 
Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf / 
Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf

Incoming Hold Tasks 

The number of incoming tasks that were put on hold by the agent.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf

Incoming Hold Tasks 

The average on hold time associated with incoming tasks the agent placed on hold or 
paused.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf / 
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf

*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: (Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf + 
Agent_Skill_Group_Half_Hour.NetAgentOutCallsOnHoldToHalf)

*Outgoing Hold Tasks 
Avg Time

The average on hold time in HH:MM:SS (hours, minutes, seconds) associated with 
outbound tasks the agent placed on hold.
Derived from: (Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf + 
Agent_Skill_Group_Half_Hour.NetAgentOutCallsOnHoldTimeToHalf)/ 
(Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf + 
Agent_Skill_Group_Half_Hour.NetAgentOutCallsOnHoldToHalf)

*Internal Hold Tasks 

The total number of completed internal tasks the agent placed on hold for the interval. 
The value is incremented when the after-call work associated with the call is 
completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf

*Internal Hold Tasks 
Avg Time

The average on hold time associated with internal tasks the agent placed on hold.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf / 
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf