Cisco Cisco IP Contact Center Release 4.6.1 Guía Del Usuario

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Agent Reports

agtskg23: Agent Skill Group Performance Summary Half Hour Report

The average hold time of a task handled by the agent, measured in HH:MM:SS 

(hours, minutes, seconds) format. 
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf / 

Agent_Skill_Group_Half_Hour.CallsHandledToHalf

The time that the agent spent in the Reserved state waiting for tasks from this 

skill group.
Derived from: Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf

The time that the agent spent in the Wrap-up state for tasks from this skill 

group.
Derived from: (Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf + 

Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)

The time that the agent spent in the Interrupted State, measured in 

HH:MM:SS (hours, minutes, seconds) format. 
Derived from: Agent_Skill_Group_Half_Hour.InterruptedTimeToHalf

The number of times an agent in this skill group asked for supervisor 

assistance.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf

The length of supervisor assisted tasks, measured in HH:MM:SS where HH is 

hours, MM is minutes, and SS is seconds.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf

The total number of tasks that required emergency assistance in this skill 

group.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf

The total number of calls that were barged-in by the supervisor while talking 

on calls in this skill group.
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf