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

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Agent Reports

agent21: Agent Task Summary Half Hour Report

The agent's skill group's enterprise name and skill target ID of the skill group 

associated with the task.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID

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

year) and HH:MM:SS (hours, minutes, seconds) format.
Derived from: Skill_Group_Half_Hour.DateTime

The tasks handled by the skill group during the given interval. The count for 

handled tasks associated with a skill group is updated when the after-task 

work time associated with the task (if any) has completed. 
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf

The number of internal tasks received by skill group agents during the given 

interval. The value is updated in the database when the after-task work time 

associated with the task (if any) is completed. 
Derived from: Skill_Group_Half_Hour.InternalCallsRcvdToHalf

The number of tasks transferred into the skill group during the given interval. 

The value is updated in the database when the after-task work time associated 

with the task (if any) is completed. 
Derived from: Skill_Group_Half_Hour.TransferInCallsToHalf

The number of incoming tasks into which skill group agents were conferenced. 

Incoming tasks include ACD and non-ACD tasks. The value is updated in the 

database when the agent drops off the task or the task becomes a simple 

two-party task. 
Derived from: Skill_Group_Half_Hour.ConferencedInCallsToHalf

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

redirected to another location because of the agent's failure to respond. 
Derived from: Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf

The total number of ICM routed tasks to the skill group that were abandoned 

while offered at an agent’s extension. The value is updated in the database at 

the time the task disconnects.
Derived from: Skill_Group_Half_Hour.AbandonRingCallsToHalf