Руководство Пользователя для Cisco Cisco IP Contact Center Release 4.6.1

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Agent Reports

agtskg05: Agent Task Detail Performance Report

The total number of tasks that were abandoned while being put on hold by the 

agent or the number of paused tasks that the agent ended. The value is 

incremented at the time the call disconnects.
Derived from: sum(Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf)

The total number of tasks abandoned while offered to the agent and/or the 

number of paused tasks that the agent ended. The value is incremented at the 

time the call disconnects.
Derived from: sum(Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf)

The average ring time in seconds associated with tasks offered to this agent 

that were abandoned while offered and/or the average time of paused tasks 

that the agent ended during the given interval.
Derived from: sum(Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf) / 

sum(Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf)

The percentage of offered time associated with tasks that were abandoned 

while offered to the agent. This value is measured against the total time the 

agent was logged on during the interval.
Derived from: sum(Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf) * 

1.0 / sum(Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

The total number of completed inbound tasks the agent placed on hold or 

paused. The value is incremented when the after-task work associated with 

the task (if any) is completed.
Derived from: sum(Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)

The average on hold time associated with internal tasks the agent placed on 

hold or paused.
Derived from: 

sum(Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf) / 

sum(Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)