Cisco Cisco IP Contact Center Release 4.6.1 ユーザーガイド

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Agent Reports

agtskg22: Agent Skill Group Task Summary Daily Report

The time the agent spent on outgoing external tasks, measured in HH:MM:SS 

(hours, minutes, seconds). Includes hold time.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf

The number of internal outgoing tasks that the agent made from the ACD 

extension.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf

The number of seconds spent on internal tasks initiated by the agent during 

the half-hour interval. The value is updated in the database when the after-call 

work time associated with the task (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf

The number tasks this agent transferred out to another agent or skill group. 

This includes Consultative Calls if this transfer was consultative-not blind.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf

The number tasks that this agent conferenced out to another agent or skill 

group. This includes consultative Calls.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf

The number of times an agent consulted with another agent or supervisor 

through the conference or transfer key. This includes supervisor or emergency 

assisted tasks. 
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf

The number of tasks that the agent held or paused.
Derived from: (Agent_Skill_Group_Half_Hour.InternalCallsHoldToHalf + 

Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)

The time that tasks spent in the hold or paused state, measured in HH:MM:SS 

(hours, minutes, seconds) format. 
Derived from: (Agent_Skill_Group_Half_Hour.InternalCallsHoldTimeToHalf + 

Agent_Skill_Group_Half_Hour.IncomingCallsHoldTimeToHalf)