Cisco Cisco Unified Contact Center Enterprise 9.0(2) Betriebsanweisung
Agent By Team Reports
2 IPCC Agent Report Templates
2-
267
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Total Duration of Completed Tasks Outgoing Wrap upTime
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent while doing wrap up work on outbound external tasks handled in the half hour
interval. Wrap-up work is task-related work performed by an agent after the task is
over.
spent while doing wrap up work on outbound external tasks handled in the half hour
interval. Wrap-up work is task-related work performed by an agent after the task is
over.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf -
Agent_Skill_Group_Half_Hour.AgentOutCallsTalkTimeToHalf -
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf
Agent_Skill_Group_Half_Hour.AgentOutCallsTalkTimeToHalf -
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf
Average Duration of Completed Tasks Incoming Active Time
The average time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent actively working on incoming tasks in the half hour interval. For voice, this is the
time spent by agents while talking on an inbound call.
spent actively working on incoming tasks in the half hour interval. For voice, this is the
time spent by agents while talking on an inbound call.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Average Duration of Completed Tasks Incoming Wrap upTime
The average time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent while doing wrap up work on incoming tasks handled in the half hour interval.
Wrap-up work is task-related work performed by an agent after the task is over.
spent while doing wrap up work on incoming tasks handled in the half hour interval.
Wrap-up work is task-related work performed by an agent after the task is over.
Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf -
Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf –
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf ) /
(Agent_Skill_Group_Half_Hour.CallsHandledToHalf)
Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf –
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf ) /
(Agent_Skill_Group_Half_Hour.CallsHandledToHalf)
Average Duration of Completed Tasks Outgoing Active Time
The average time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent actively working on outgoing external tasks in the half hour interval. For voice,
this is the time spent by agents while talking on an outbound external call.
spent actively working on outgoing external tasks in the half hour interval. For voice,
this is the time spent by agents while talking on an outbound external call.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTalkTimeToHalf/
Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
Average Duration of Completed Tasks Outgoing Wrap up Time
The average time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent while doing wrap up work on outbound external tasks handled in the half hour
interval. Wrap-up work is task-related work performed by an agent after the task is
over.
spent while doing wrap up work on outbound external tasks handled in the half hour
interval. Wrap-up work is task-related work performed by an agent after the task is
over.
Derived from: (Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf –
Agent_Skill_Group_Half_Hour.AgentOutCallsTalkTimeToHalf
-Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf)/
Agent_Skill_Group_Half_Hour. AgentOutCallsToHalf
Agent_Skill_Group_Half_Hour.AgentOutCallsTalkTimeToHalf
-Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf)/
Agent_Skill_Group_Half_Hour. AgentOutCallsToHalf
Incoming Hold Tasks Held Tasks
The number of incoming tasks that were put on hold in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Incoming Hold Tasks Hold Time
The total hold time in HH:MM:SS (hours, minutes, seconds) for incoming tasks that
were put on hold by the agent in the half hour interval.
were put on hold by the agent in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf