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

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Agent Reports
agteam05: Agent Task Detail Performance Report
 
Incoming Hold Tasks: Avg Time
The average on hold time in seconds associated with inbound tasks the agent 
placed on hold or paused.
Derived from: 
sum(Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf) / 
sum(Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)
Incoming Hold Tasks: % Time
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)
*Outgoing Hold Tasks: Total Tasks
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)
*Outgoing Hold Tasks: Avg Time
The average length of time that the agent left outgoing tasks on hold.
Derived from: 
sum(Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf) / 
sum(Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf)