Cisco Cisco Administrative Workstation User Guide
Agent_Skill_Group_Half_Hour
Service_Real_Time
AvailTimeToHalf: +12 sec.
N/A
LoggedOnTimeToHalf: +12 sec
Sample Reports for Call Abandoned While On Hold Scenario
The table below explains fields in the agent23 report that are updated as a result of the events
in Call Scenario 1.
in Call Scenario 1.
The table on the next page lists other WebView reports that are affected by the Call Abandoned
While On Hold scenario.
While On Hold scenario.
Table 19: How the agent23: Agent Performance Summary Half Hour Report is Affected by Call Scenario 1
Notes on the Column Updates
Columns Affected
This field is incremented by 1. The value is derived from
Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks Incoming: Handled
This value is derived from the calculation
Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Completed Tasks Incoming: AHT
Agent_Skill_Group_Half_Hour.CallsHandledToHalf. For this scenario,
The numerator is increased by 59 secs and the denominator is increased
by +1.
The numerator is increased by 59 secs and the denominator is increased
by +1.
This field is incremented by 1. The value is derived from
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Completed Tasks Incoming Hold Tasks:
Held Tasks
Held Tasks
This value is derived from the calculation
(Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf /
(Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf /
Completed Tasks Incoming Hold Tasks:
Avg Hold Time
Avg Hold Time
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf). For this
scenario, The numerator is increased by 40 secs and the denominator is
increased by +1.
scenario, The numerator is increased by 40 secs and the denominator is
increased by +1.
The 10 secs from the that the agent talked on this call (from
Agent_Skill_Group_Half_Hour.TalkInTimeToHalf) is added to the
calculation that generates the value in this column.
Agent_Skill_Group_Half_Hour.TalkInTimeToHalf) is added to the
calculation that generates the value in this column.
Agent State Times: Active Time
The 40 secs. that this call was on hold is added to the value in this column,
which is derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf
which is derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf
Agent State Times: Hold Time
This value is derived from:
(Agent_Skill_Group_Half_Hour.HoldTimeToHalf /
(Agent_Skill_Group_Half_Hour.HoldTimeToHalf /
Agent State Times: Hold %
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf). For this scenario,
the numerator is increased by 40 secs. and the denominator is increased
by 71 secs.
the numerator is increased by 40 secs. and the denominator is increased
by 71 secs.
The 9 secs from Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf
is added to the calculation that produces this value. That calculation is
is added to the calculation that produces this value. That calculation is
Agent State Times: Wrap Up Time
derived from:
(Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)
(Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 9: Sample Call Scenario
Call Abandoned While On Hold Scenario