Cisco Cisco IP Contact Center Release 4.6.1 Guida Utente
7-20
ICM WebView Online Help
Blended Agent Reports
Blended agent historical reports
Duration
The total handle time in seconds for completed agent reservation calls handled
by the agent in the skill group during the half-hour interval. Handle time
includes three values taken from the Termination_Call_Detail records:
Work Time
Talk Time
Hold Time
The AgentReservationCallsTime measurement begins at the time the call ini-
Work Time
Talk Time
Hold Time
The AgentReservationCallsTime measurement begins at the time the call ini-
tiates, and ends at the time the agent completes any after-call work for the
call. The database updates this value when any after-call work time associated
with a call ends.
Derived from: Sum(Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf)
Derived from: Sum(Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf)
Reserve Calls
The total number of completed agent reservation calls made by the agent in
the skill group during the half-hour interval. The value is updated in the data-
base when the after-call work time associated with the call (if any) has com-
pleted.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsToHalf
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsToHalf
Avg Reserve Time
The average time the agent spent in handling reservation calls during the
selected time period.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf * 1.0 /
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf * 1.0 /
Agent_Skill_Group_Half_Hour.ReserveCallsToHalf