Cisco Cisco IPCC Web Option Betriebsanweisung
Agent By Team Reports
2 IPCC Agent Report Templates
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
* Active OUT
The number of agents currently working on outbound tasks.
Derived from: Count of agents where Agent_Real_Time.AgentState = ‘11’ or ‘4’ And
Direction = ‘2’
Direction = ‘2’
* Active Other
The number of agents currently working on internal (neither inbound nor outbound)
tasks. Examples of “other tasks" include agent-to-agent transfers and supervisor tasks.
tasks. Examples of “other tasks" include agent-to-agent transfers and supervisor tasks.
Derived from: Agent_Real_Time.AgentState = 11 or Agent_Real_Time.AgentState = 4)
and Agent_Real_Time.Direction=3
and Agent_Real_Time.Direction=3
Hold
The number of agents that have all active tasks on hold and/or have paused tasks.
The agent is not in the Hold state with one task on hold and talking on another task (for
example, a consultative call). The agent must have all active tasks on hold.
example, a consultative call). The agent must have all active tasks on hold.
Derived from: Count of agents where Agent_Real_Time.AgentState = ‘10’ or ‘12’
Not Active
The number of agents in the Not Active state, the state where the agent is ready to
accept tasks, but is not currently involved in task work.
accept tasks, but is not currently involved in task work.
Derived from: Count of agents where Agent_Real_Time.AgentState = ‘3’ or ‘14’
Wrap-Up
The number of agents in the Work Not Ready state Work Ready state. The Work Not
Ready state is a state in which an agent is involved in after task work and is assumed
not to be ready to accept incoming tasks when done. The Work Ready state is a state in
which an agent is involved in after task work and is assumed to be ready to accept
incoming tasks when done.
Ready state is a state in which an agent is involved in after task work and is assumed
not to be ready to accept incoming tasks when done. The Work Ready state is a state in
which an agent is involved in after task work and is assumed to be ready to accept
incoming tasks when done.
Derived from: Count of agents where Agent_Real_Time.AgentState = ‘5’ or ‘6’
Not Ready
The number of agents in the Not Ready state, a state in which agents are logged in but
are neither involved in any task handling activity nor available to handle a task.
are neither involved in any task handling activity nor available to handle a task.
Derived from: Count of agents where Agent_Real_Time.AgentState = ‘2’
Reserved
The number of agents currently in the Reserved state, a state in which an agent has
been selected to receive a task. An agent is in the Reserved state until the task is
answered.
been selected to receive a task. An agent is in the Reserved state until the task is
answered.
Derived from: Count of agents where Agent_Real_Time.AgentState = ‘8’