Cisco Cisco IPCC Web Option Mode D'Emploi
6-163
ICM WebView Online Help
Agent Reports
agtskg26: Agent Skill Group Consolidated Daily Report
Log On Duration
Total time during the interval the agent was logged in, measured on
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
AHT
The average time spent by the agent in handling a task, measured in
HH:MM:SS (hours, minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf
% Active
The percentage of time that the agent has spent active on tasks in this skill
group in relation to LoggedOnTime, measured in HH:MM:SS (hours, minutes,
seconds) format.
Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf +
Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf) /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Avg Hold Time
The average hold and/or paused time of a task handled by and agent,
measured in HH:MM:SS (hours, minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf /
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf
% Hold
The percentage of time that the agent has put a task on hold or pause in
relation to LoggedOnTime.
Derived from: (Agent_Skill_Group_Half_Hour.HoldTimeToHalf /
Derived from: (Agent_Skill_Group_Half_Hour.HoldTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
% Avail
The percentage of time that the agent has spent in the Available state in
relation to LoggedOnTime. Applies to all skill groups.
Derived from: (Agent_Skill_Group_Half_Hour.AvailTimeToHalf /
Derived from: (Agent_Skill_Group_Half_Hour.AvailTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
*% Not Ready
The percentage of time that the agent has spent in the Not Ready state in
relation to LoggedOnTime or interval whichever is less. Applies to all skill
groups, measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: (Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf /
Derived from: (Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)