Cisco Cisco IP Contact Center Release 4.6.1 Betriebsanweisung

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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)

Release 7.1(1)

Chapter 2 Agent Report Templates

Agent By Agent Reports

Logon DateTime

The date and time the agent logged on, measured in MM:DD:YYYY (month, day, year)
and HH:MM:SS (hours, minutes, seconds) format.
Derived from: (Agent_Logout.LogoutDateTime - Agent_Logout.LoginDuration)

Logon Duration

The time in HH:MM:SS (hours, minutes, seconds) format that the agent was logged on
for the specified interval of the report. When a session is complete, the following
formula is used. When a session is not complete, this field will be marked with an
asterisk, and the duration will be calculated with the same formula but with the last
event in the time window, rather than with the logout event.
Derived from: (Agent_Event_Detail.DateTime - Agent_Event_Detail.LoginDateTime)

Reason Code

A code and text (if configured) from the peripheral that indicates the reason for the
agent's last state change. If not defined, this displays 0.
Note: The agent's desk settings and CTIOS registry settings need to be configured to
display the reason code. You can do this in the ICM Configuration Manager's Agent
Desk Settings List tool.??
Derived from: Reason_Code.ReasonCodeName (if reason code text is configured and)
Agent_Event_Detail.ReasonCode

Duration

The amount of time in HH:MM:SS (hours, minutes, seconds) that the agent spent in
the Not Ready state for the given reason.
Derived from: Agent_Event_Detail.Duration

% Logon Duration

The percent of the agent's total logon session that the agent spent in the Not Ready
state for the given reason.
Derived from: (Agent_Event_Detail.Duration / (Agent_Event_Detail.DateTime -
Agent_Event_Detail.LoginDateTime))

% Not Ready

The percentage of time an agent spent in each Not Ready state relative to the other
Not Ready states.
Derived from: ((Agent_Event_Detail.Duration / (sum of Agent_Event_Detail.Duration
for all not ready reason codes))

Media Summary

The total for each field for each agent logged into the media routing domain during the
given interval.