Cisco Cisco IP Contact Center Release 4.6.1 Guía Del Usuario

ICM WebView Online Help

Agent Reports

agent23: Agent Performance Summary Half Hour Report

The agent's skill group's enterprise name and skill target ID associated with 

the task. The ID of the skill group of the skill group from which the agent is 

currently working.
Derived from: Skill_Group.EnterpriseName Skill_Group.SkillTargetID

The date and time of the selected row's data in MM/DD/YYYY and HH:MM:SS 

(month, day, year, hour, minute, second) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime

The total time that the agent was logged in, measured in HH:MM:SS (hours, 

minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf

The Average Speed of Answer (ASA) for tasks to this agent during the time 

period.
Derived from: (Agent_Skill_Group_Half_Hour.AnswerWaitTimetoHalf / 

Agent_Skill_Group_Half_Hour.CallsAnsweredToHalf)

The total time that the agent spent in the Available or Ready state with respect 

to this skill group. Measured in HH:MM:SS (hours, minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.AvailTimeToHalf

The percentage of time that the agent spent in the Available or Ready state 

with respect to this skill group in relation to LoggedOnTime or interval, 

whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.AvailTimeToHalf / 

Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The total time the agent spent in the Not Ready State measured in HH:MM:SS 

(hours, minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf

The percentage of time that the agent has spent in the Not Ready state in 

relation to LoggedOnTime or interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf / 

gent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)