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

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Agent Reports

agteam04: Agent Task Detail Activity Report

Agent Name

The agent's last name and first name.
Derived from: Person.LastName + ' ' + Person.FirstName

Log On Duration

The total time in HH:MM:SS (hours, minutes, seconds) that the agent was

logged in during the interval.
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf

Incoming Tasks: Total

The total number of inbound tasks handled by the agent during the interval.

This value is incremented when the after-task work associated with the task is

completed.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf

Incoming Tasks: Avg Time

The average handle time in seconds for incoming tasks handled by the agent

during the interval.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /

Agent_Skill_Group_Half_Hour.CallsHandledToHalf

Incoming Tasks: %

The percent of Log On Duration that the agent spent on incoming tasks.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf * 1.0 /

Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf

*Outgoing Tasks: Total

The total number of completed outbound tasks made by the agent during the

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

the task is completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf

*Outgoing Tasks: Avg Time

The average length in seconds for outgoing tasks made by the agent for the

interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf * 1.0 /

Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf

*Outgoing Tasks: %

The percentage of all tasks handled by the agent for the period that were

outgoing tasks.
Derived from: Agent_Skill_Group_Half_Hour.AgentOuttasksTimeToHalf /

Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf