User Guide

Table 20: Other Reports Affected by this Call Scenario
Columns AffectedReport
Tasks Handled: Total Tasksagent04: Agent Task Detail Report
Tasks Handled: Avg Time
Completed Tasks: Incoming Handledagent26: Agent Consolidated Daily Report
Completed Tasks: Incoming AHT
Completed Tasks: Incoming Hold Tasks Hold Tasks
Completed Tasks: Incoming Held Tasks Avg Hold Time
Completed Tasks: Aban Hold
Agent State Times: % Hold Time
Agent State Times: Log On Duration
Agent State Times: % Wrap Up
% Not Activeentskg09: Enterprise Skill Group Normalized
Agent State Report
% Not Ready
% Active
% Wrap Up
% Hold
FTE Agents Logon Totalperskg08: FTE for Peripheral Skill Groups Half
Hour Report
FTE Agents Not Active
FTE Agents Active
FTE Agents Wrapup
FTE Agents Hold
Handled30persvc08: Agent and Task Status Real Time
Report
Wrapup
Hold
Not Active
Active In
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 9: Sample Call Scenario
Call Abandoned While On Hold Scenario