Cisco Cisco IP Contact Center Release 4.6.1 ユーザーガイド
6-151
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Agent Reports
agtskg23: Agent Skill Group Performance Summary Half Hour Report
Avg Hold Time
The average hold time of a task handled by the agent, measured in HH:MM:SS
(hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf /
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf
*Reserved Time
The time that the agent spent in the Reserved state waiting for tasks from this
skill group.
Derived from: Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf
*Wrap Up Time
The time that the agent spent in the Wrap-up state for tasks from this skill
group.
Derived from: (Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Derived from: (Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)
Interrupted Time
The time that the agent spent in the Interrupted State, measured in
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.InterruptedTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.InterruptedTimeToHalf
*Supv Assist
The number of times an agent in this skill group asked for supervisor
assistance.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Supv Assist
Time
Time
The length of supervisor assisted tasks, measured in HH:MM:SS where HH is
hours, MM is minutes, and SS is seconds.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf
*Emerg Assist
The total number of tasks that required emergency assistance in this skill
group.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
*Barge In
The total number of calls that were barged-in by the supervisor while talking
on calls in this skill group.
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf