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Cisco Cisco IP Contact Center Release 4.6.1 Guía Del Usuario

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Agent Reports
agent04: Agent Task Detail Activity Report
 
*External Out Tasks
Avg Time
The average length in seconds for outgoing tasks made by the agent for the 
selected interval.
Derived from: sum(Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf) * 
1.0 / sum(Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf)
*External Out Tasks
% Time
The percentage of time spent by the agent on processing outgoing tasks 
during the selected interval.
Derived from: sum(Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf) / 
sum(Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
*Internal Out Tasks
Total Tasks
The total number of internal tasks initiated 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.InternalCallsToHalf)
*Internal Out Tasks
Avg Time
The average length of time for completed internal tasks made by the agent for 
the selected interval.
Derived from: sum(Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf) / 
sum(Agent_Skill_Group_Half_Hour.InternalCallsToHalf)
*Internal Out Tasks
% Time
The percentage of time spent by the agent on processing internal tasks during 
the selected interval.
Derived from: sum(Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf) * 
1.0 / sum(Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
*CB Messages
Total Tasks
The total number of callback messages that were processed by the agent 
during the selected interval. Callback (CB) Messages are relevant only for the 
Aspect ACD.
Derived from: sum(Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf)