Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario

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Agent Reports

agent05: Agent Task Detail Performance Report

The percentage of hold time associated with inbound tasks the agent placed 

on hold or paused. This value is measured against the total time the agent was 

logged on during the interval.
Derived from: 

sum(Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf) * 1.0 / 

sum(Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The total number of completed outbound tasks the agent placed on hold at 

least once. The value is incremented when the after-call work associated with 

the call is completed.
Derived from: 

sum(Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf)

The average on hold time in seconds associated with outbound tasks the agent 

placed on hold.
Derived from: 

sum(Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf) / 

sum(Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf)

The percentage of hold time associated with outbound tasks the agent placed 

on hold. This value is measured against the total time the agent was logged on 

during the interval.
Derived from: 

sum(Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf) * 1.0 / 

sum(Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The total number of completed internal tasks the agent placed on hold for the 

interval. The value is incremented when the after-call work associated with the 

call is completed.
Derived from: sum(Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf)

The average on hold time associated with internal tasks the agent placed on 

hold.
Derived from: 

sum(Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf) / 

sum(Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf)