Cisco Cisco E-Mail Manager Unity Integration Option User Guide

2-163

WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)

Release 7.1(1)

Chapter 2 Agent Report Templates

Agent By Skill Group Reports

Agent Name

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

DateTime

The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and
HH:MM:SS (hour, minute, second) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime

Completed Tasks: Incoming Handled

The number of ICM Routed tasks this agent has handled in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledtoHalf

Completed Tasks: Incoming AHT

The average time spent by the agent in handling a task in the half hour interval,
measured in HH:MM:SS (hours, minutes, seconds).
Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf)

Completed Tasks: Incoming Hold Tasks Held Tasks

The number of incoming calls to this agent in the half hour interval that were placed on
hold.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf

Completed Tasks: Incoming Hold Tasks Avg Hold Time

The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold
in the half hour interval, for all incoming calls which included hold time.
Derived from: (Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)

Completed Tasks: Aban Ring

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

Completed Tasks: Redirect No Answer

The number of tasks that left the agent's phone or terminal that were redirected to
another dialed number because of no answer.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf

Completed Tasks: Aban Hold

The number of ICM routed calls to the agent that abandoned while the call was on hold
and/or the number of paused tasks that the agent ended in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf