Cisco Cisco IP Contact Center Release 4.6.1 Mode D'Emploi

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Agent Reports

agent05: Agent Task Detail Performance Report

The percentage of hold time associated with internal calls the agent placed on 

hold. This value is measured against the total time the agent was logged on 

during the interval.
Derived from: 

sum(Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf) * 1.0 / 

sum(Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The total number of tasks for which the agent received supervisor assistance 

during the interval. The value is incremented when the supervisor assistance 

call completes.
Derived from: sum(Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf)

The average time in seconds that the agent received assistance for all 

supervisor-assisted tasks during the interval.
Derived from: 

sum(Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf) / 

sum(Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf)

The percentage of time that the agent spent during the interval on 

supervisor-assisted tasks. This value is measured against the total time the 

agent was logged on during the interval.
Derived from: 

sum(Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf) * 1.0 / 

sum(Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The number of incoming tasks on which the agent was in conference. 

Incoming tasks include ACD and non-ACD tasks. The value is incremented 

with the agent drops off the call and the call becomes a simple two-party call.
Derived from: sum(Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf)

The average time in seconds that the agent spent in conference with tasks 

during the interval. This value includes hold time associated with the 

conference tasks.
Derived from: 

sum(Agent_Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf) / 

sum(Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf)