Cisco Cisco IPCC Web Option Betriebsanweisung
2-142
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 2 Agent Report Templates
Agent By Skill Group Reports
DateTime
The date and time when the record was generated in MM/DD/YYYY (month, day, year)
and HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
and HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Tasks Handled
The total tasks handled by the agent during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
*Barge In Tasks
(IPCC only) The number of tasks barged in either by the supervisor or on the agent
during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
*Intercept Tasks
(IPCC only) The number of tasks intercepted either by the supervisor or on the agent
during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf
during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf
*Emerg Assist
(IPCC only) The number of emergency assistance request tasks by the agent during
the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
*Supv Assist
The number of supervisory assistance tasks during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
Redirect No Answer
The number of tasks during the selected time period that were redirected (sent to
another location) on failure to answer or to respond. The value is incremented at the
time the call is diverted to another device.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
another location) on failure to answer or to respond. The value is incremented at the
time the call is diverted to another device.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
Skill Group Summary
A summary of each field for all agents in each skill group.
Media Summary
A summary of each field for all the agents in each media routing domain.
Agent Summary
A summary of each field for each agent.
Report Summary
A summary of each field for all agents in the report.