Cisco Cisco Unified Contact Center Enterprise 9.0(2) Betriebsanweisung
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates
agtskg12: Outbound Option (Blended Agent) Reservation Task Detail Performance
Reserve Time
The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed agent
reservation calls handled by the agent in the skill group during the half-hour interval.
The ReserveCallsTime value includes the time spent from the call being initiated to the
time the agent completes after-call work time for the call. The value is updated in the
database when the after-call work time associated with the call (if any) has completed.
reservation calls handled by the agent in the skill group during the half-hour interval.
The ReserveCallsTime value includes the time spent from the call being initiated to the
time the agent completes after-call work time for the call. The value is updated in the
database when the after-call work time associated with the call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf
Avg Reserve Time
The average time the agent spent in handling reservation calls during the selected time
period.
period.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.ReserveCallsToHalf
agtskg12: Outbound Option (Blended Agent) Reservation Task Detail
Performance Report
Data:
Skill Group
The name of the skill group.
Derived from: Skill_Group.EnterpriseName and
Agent_Skill_Group_Half_Hour.SkillTargetId
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + Person.FirstName
Overview:
Subject
A table of all agents in the selected skill groups showing each
agent's performance data for reservation calls, gathered in
half-hour increments.
agent's performance data for reservation calls, gathered in
half-hour increments.
Purpose
To show Outbound Option reservation call performance for the
selected time period.
selected time period.
Applicable
environment
environment
Outbound Option (IPCC and/or standard ACD)
Template type
Historical table
Default sort order
By skill group, agent enterprise name, last name, first name
Drilldowns available
No
Schema database
table
table
Agent
Agent_Skill_Group_Half_Hour
Person
Skill_Group
Agent_Skill_Group_Half_Hour
Person
Skill_Group