Cisco Cisco E-Mail Manager Unity Integration Option Betriebsanweisung
IPCC Agent Report Templates
agtper26: Agent Peripheral Consolidated Daily Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Agent State Times: % Reserved
The percentage of time that the agent has spent in Reserved state waiting for an ICM
routed task from this skill group in relation to LoggedOnTime.
routed task from this skill group in relation to LoggedOnTime.
Derived from: (Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Wrap Up
The percentage of time that the agent has spent in Wrap-up state after an incoming or
outgoing calls to/from this skill group in relation to LoggedOnTime.
outgoing calls to/from this skill group in relation to LoggedOnTime.
Derived from: (Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf ) /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Busy Other
The percentage of time that the agent has spent in the Busy Other state in relation to
Logged On Time.
Logged On Time.
Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Media Summary
The totals of agent data for all skill groups in a media in which the agent was logged
during the given interval.
during the given interval.
Peripheral Summary
The total of agent data for all agents in all media on the peripheral during the specified
interval.
interval.
Report Summary
The Total of summary lines for all agents in the report.
agtper26: Agent Peripheral Consolidated Daily Report
Overview:
Subject
A table of all agents on the selected peripheral(s) showing each
agent's tasks and performance, gathered in day increments.
agent's tasks and performance, gathered in day increments.
Note: Completed tasks are all the tasks all tasks that completed
during the time shown (that is, on the row in the report). This
includes any tasks which began before the time frame shown.
However, this does not include tasks where the caller abandoned
in the local ACD queue.
during the time shown (that is, on the row in the report). This
includes any tasks which began before the time frame shown.
However, this does not include tasks where the caller abandoned
in the local ACD queue.
This report displays the same data as the Agtper25 report, except
the data here is broken down by day instead of by half hour.
the data here is broken down by day instead of by half hour.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.