Cisco Cisco IPCC Web Option Betriebsanweisung
Agent by Peripheral Reports
2 IPCC Agent Report Templates
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Tasks Handled
Avg Time
Avg Time
Average Handle Time. The average length of an incoming task handled by the agent
during the selected interval.
during the selected interval.
Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf)
Agent_Skill_Group_Half_Hour.CallsHandledToHalf)
% Wrap Up Time
The percentage of time that the agent spent in wrap-up on all tasks counted as handled
during the interval. An agent doing wrap-up work is either in the Work Ready or Work
Not Ready state. This value is measured against the total time the agent was logged on
during the half-hour interval.
during the interval. An agent doing wrap-up work is either in the Work Ready or Work
Not Ready state. This value is measured against the total time the agent was logged on
during the half-hour interval.
Derived from: (Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Agent_Half_Hour.LoggedOnTimeToHalf (for the media routing domain and the time
sequence of the report)
sequence of the report)
*External Out Tasks
Total Tasks
Total Tasks
The total number of completed outbound tasks made by the agent during the selected
interval. The value is updated when the after-task work associated with the task is
completed.
interval. The value is updated when the after-task work associated with the task is
completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
*External Out Tasks
Avg Time
Avg Time
The average length in HH:MM:SS (hours, minutes, seconds) for outgoing tasks made
by the agent for the selected interval.
by the agent for the selected interval.
Derived from: (Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf)
Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf)
*Internal Out Tasks
Total Tasks
Total Tasks
The total number of internal tasks initiated by the agent during the selected interval.
The value is updated when the after-task work associated with the task is completed.
The value is updated when the after-task work associated with the task is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf
*Internal Out Tasks
Avg Time
Avg Time
The average length of time for completed internal tasks made by the agent for the
selected interval.
selected interval.
Derived from: (Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.InternalCallsToHalf)
Agent_Skill_Group_Half_Hour.InternalCallsToHalf)
*CB Messages
Total Tasks
Total Tasks
The total number of callback messages that were processed by the agent during the
selected interval. Callback (CB) Messages are relevant only for the Aspect ACD.
selected interval. Callback (CB) Messages are relevant only for the Aspect ACD.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf