Cisco Cisco IP Contact Center Release 4.6.1 Guía Del Usuario

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Agent Reports

agent04: Agent Task Detail Activity Report

The total time in hours, minutes, and seconds (HH:MM:SS format) that the 

agent was logged on during the selected interval.
Derived from: sum(Agent_Half_Hour.LoggedOnTimeToHalf)

The time in hours, minutes, seconds (HH:MM:SS) format that the agent was 

available in this media routing domain.
Derived from: Agent_Half_Hour.AvailableInMRDTimeToHalf

The total number of inbound tasks handled by the agent during the selected 

interval. This value is updated when the after-task work associated with the 

task is completed.
Derived from: sum(Agent_Skill_Group_Half_Hour.CallsHandledToHalf)

Average Handle Time. The average length of an incoming task handled by the 

agent during the selected interval.
Derived from: sum(Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf) / 

sum(Agent_Skill_Group_Half_Hour.CallsHandledToHalf)

The percentage of time spent by the agent on processing incoming tasks 

during the selected interval.
Derived from: sum(Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf) * 

1.0 / sum(Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The total number of completed outbound tasks made by the agent during the 

selected interval. The value is updated when the after-task work associated 

with the task is completed.
Derived from: sum(Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf)