Cisco Cisco E-Mail Manager Unity Integration Option Guida Utente

Reports on agent task activity for half-hour intervals, including
the number of tasks handled, transferred in and out, conferenced

agent21: Peripheral Agent Task Summary Half Hour

in and out, redirected on no answer, abandoned while ringing and
on hold and supervisor assistance and intervention.

Reports on agent task activity for half-hour intervals, including
the number of tasks handled, transferred in and out, conferenced

agtper21: Agent Peripheral Task Summary Half Hour

in and out, redirected on no answer, abandoned while ringing and
on hold and supervisor assistance and intervention.

Reports on agent task activity for half-hour intervals, including
the number of tasks handled, transferred in and out, conferenced
in and out and on hold.

agtskg21: Agent Skill Group Summary Half Hour

Reports on Not Ready reason codes, duration the agent used that
reason code, what percentage of logon time the agent spent in

agent30: Agent Not Ready Summary

Not Ready and what percentage of Not Ready time the agent used
a particular reason code.

Reports on agent login duration and logout date and time.

agent03: Agent Media Status Logout Report

Reports on agent login duration and logout date and time for a
specific peripheral.

agtper03: Agent Peripheral Media Status Logout Report

Reports on agent login duration and logout date and time for a
specific skill group.

agtskg03: Agent Skill Group Media Status Logout Report

Reports on agent login duration and logout date and time for a
specific team.

agteam03: Agent Team Media Status Logout Report

You can monitor agent states in real-time to view current agent activity, or review past performance data
to identify trends in agent states. For example, using historical reports you can see how much time an
agent spends in Not Ready state, which indicates whether the agent is adhering to the schedule. This
section describes the meaning of agent states in an IPCC Enterprise environment.

Agent states are determined based on an agent’s activity within a skill group. Agent state is recorded in
the Agent_Real_Time and Skill_Group_Real_Time database tables.