Cisco Cisco IP Contact Center Release 4.6.1 Guía Del Usuario

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Agent Reports

agtskg24: Agent Skill Group Performance Summary Daily Report

The agent skill group's enterprise name and skill target ID.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID

The date when the record was generated in MM/DD/YY (month, day, year) 

format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime

The number of ICM routed tasks that abandoned while offered to the agent 

and/or the number of paused tasks the agent ended.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf

The number of tasks offered at the agents terminal or phone that were 

redirected to another location because the agent did not respond.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf

The number of ICM routed calls to the agent that abandoned while the call was 

on hold and/or the number of paused tasks that the agent ended during the 

interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallstoHalf

Time that the agent spent in the Available state, measured in HH:MM:SS 

(hours, minutes, seconds). Includes all skill groups.
Derived from: Agent_Skill_Group_Half_Hour.AvailTimeToHalf

Time that the agent spent in the Not Ready state. Includes all skill groups.
Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf

The average time spent by the agent in handling a task, measured in 

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

Agent_Skill_Group_Half_Hour.CallsHandledToHalf