User Guide
IPCC Agent Report Templates agent24: Agent Performance Summary Daily Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Skill Group
The agent's skill group's enterprise name and skill target ID associated with the task.
The ID of the skill group of the skill group from which the agent is currently working.
Derived from: Skill_Group.EnterpriseName Skill_Group.SkillTargetID
Date
The date when the record was generated in MM/DD/YYYY (month, day, year) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
ASA
The Average Speed of Answer (ASA) for tasks to this agent during the half-hour
interval.
Derived from: (Agent_Skill_Group_Half_Hour.AnswerWaitTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsAnsweredToHalf)
AHT
The Average Handle Time (AHT), measured in HH:MM:SS (hours, minutes, seconds),
spent by the agent on a task.
Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf)
Avg Hold Time
The hold time in HH:MM:SS (hours, minutes, seconds) that a call was put on hold, for
calls which included hold time.
Derived from: (Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf +
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf) /
(Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf)
Agent State Times: Log On Duration
The total time in HH:MM:SS (hours, minutes, seconds) that the agent was logged in
during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
Active state during the half-hour interval.
Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf)