Cisco Cisco IPCC Web Option Mode D'Emploi
6-37
ICM WebView Online Help
Agent Reports
agent24: Agent Performance Summary Daily Report
Each media routing domain has its own skill groups. If an agent is logged into
more than one media routing domain, then that agent also belongs to more
than one skill group.
Derived from: Media_Routing_Domain.EnterpriseName
Derived from: Media_Routing_Domain.EnterpriseName
Skill Group
The agent's skill group's enterprise name and skill target ID associated with
the task. The ID of the skill group of the skill group from which the agent is
currently working.
Derived from: Skill_Group.EnterpriseName Skill_Group.SkillTargetID
Derived from: Skill_Group.EnterpriseName Skill_Group.SkillTargetID
Date
The date when the record was generated in MM/DD/YY (month, day, year)
format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Log On Duration
The total time that the agent was logged in, measured in HH:MM:SS (hours,
minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
ASA
The Average Speed of Answer (ASA) for tasks to this agent during the time
period.
Derived from: (Agent_Skill_Group_Half_Hour.AnswerWaitTimetoHalf /
Derived from: (Agent_Skill_Group_Half_Hour.AnswerWaitTimetoHalf /
Agent_Skill_Group_Half_Hour.CallsAnsweredToHalf)
Avail Time
The total time that the agent spent in the Available or Ready state with respect
to this skill group. Measured in HH:MM:SS (hours, minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.AvailTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.AvailTimeToHalf
% Avail
The percentage of time that the agent spent in the Available or Ready state
with respect to this skill group in relation to LoggedOnTime or interval,
whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.AvailTimeToHalf /
Derived from: (Agent_Skill_Group_Half_Hour.AvailTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
*Not Ready Time
The total time the agent spent in the Not Ready State measured in HH:MM:SS
(hours, minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf