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 time that the agent spent during the interval on conference 

tasks. The percentage includes hold time associated with the conference 

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.ConferencedInCallsTimeToHalf) * 1.0 / 

sum(Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The number of conference calls the agent initiated. Initiated tasks include ACD 

and non-ACD tasks. The value is incremented when the agent drops off the 

call and the call becomes a simple two-party call.
Derived from: sum(Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf)

The average time in seconds that the agent spent in conference on 

agent-initiated tasks during the interval. This value includes hold time 

associated with the conference tasks.
Derived from: 

sum(Agent_Skill_Group_Half_Hour.ConferencedOutCallsTimeToHalf) / 

sum(Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf)

The percentage of time that the agent spent during the half-hour interval on 

agent-initiated conference tasks. This percentage includes hold time 

associated with the conference 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.ConferencedOutCallsTimeToHalf) * 1.0 / 

sum(Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The total data for each agent.

The total data for all agents in report.