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

ICM WebView Online Help

Agent Reports

agtper25: Agent Peripheral Consolidated Half Hour Report Template

The last and first name of the agent and the agent's ID (in parentheses) in the 

skill group in which agent resides.
Derived from: Person.LastName + "," + Person.FirstName + 

Agent.SkillTargetID

The date and time of the selected row's data in MM/DD/YYYY (month, day, 

year) and HH:MM:SS (hour, minute, second) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime

The number of ICM Routed tasks this agent has handled.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledtoHalf

The number of ICM routed tasks that abandoned while offered to the agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf

The number of tasks that left the agent's phone or terminal that were 

redirected to another dialed number because of no answer.
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

The number of incoming calls that were transferred to this agent from other 

agents within the same peripheral that did not go to IVR for queuing.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf

The number of calls this agent transferred to another agent or skill group. This 

includes Consultative Calls if this transfer was consultative-not blind.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf

The number of Outgoing external calls that this agent made during this 

interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf