Cisco Cisco IP Contact Center Release 4.6.1 ユーザーガイド
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Agent Reports
agtskg23: Agent Skill Group Performance Summary Half Hour Report
Skill Group
The agent skill group's enterprise name and skill target ID.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
DateTime
The date and time of the selected row's data in MM/DD/YYYY (month, day,
year) and HH:MM:SS (hour, minute, second) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Aban While Offer
The number of ICM routed tasks that abandoned while offered to the agent
and/or the number of paused tasks the agent ended.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf
Redirect No Answer
The number of tasks offered at the agents terminal or phone that were
redirected to another location because the agent did not respond.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
Aban Hold
The number of ICM routed calls to the agent that abandoned while the call was
on hold and/or the number of paused tasks that the agent ended during the
interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallstoHalf
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallstoHalf
Avail Time
Time that the agent spent in the Available state, measured in HH:MM:SS
(hours, minutes, seconds). Includes all skill groups.
Derived from: Agent_Skill_Group_Half_Hour.AvailTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.AvailTimeToHalf
*Not Ready Time
Time that the agent spent in the Not Ready state. Includes all skill groups.
Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf
AHT
The average time spent by the agent in handling a task, measured in
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf