Cisco Cisco IPCC Web Option 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 Skill Group Reports
Data:
Skill Group
The enterprise name of the skill group.
Derived from: Skill_Group.EnterpriseName and
Agent_Skill_Group_Half_Hour.SkillTargetId
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
Derived from: Person.LastName + Person.FirstName
Duration
The total handle time in HH:MM:SS (hours, minutes, seconds) for completed outbound
preview calls handled by the agent in the skill group during the half-hour interval.
Handle time includes the following three values:
WorkTime
TalkTime
HoldTime
The AgentPreviewCallsTime measurement begins at the time the call initiates, and
ends at the time the agent completes any after-call work for the call. The database
updates this value when any after-call work time associated with a call ends.
Derived from: Agent_Skill_Group_Half_Hour.PreviewCallsTimeToHalf
preview calls handled by the agent in the skill group during the half-hour interval.
Handle time includes the following three values:
WorkTime
TalkTime
HoldTime
The AgentPreviewCallsTime measurement begins at the time the call initiates, and
ends at the time the agent completes any after-call work for the call. The database
updates this value when any after-call work time associated with a call ends.
Derived from: Agent_Skill_Group_Half_Hour.PreviewCallsTimeToHalf
Total Tasks
The total number of completed outbound preview calls that were made by agents in the
skill group during the half-hour interval. The database updates this value when any
after-call work time associated with a call ends.
Derived from: Agent_Skill_Group_Half_Hour.PreviewCallsToHalf
skill group during the half-hour interval. The database updates this value when any
after-call work time associated with a call ends.
Derived from: Agent_Skill_Group_Half_Hour.PreviewCallsToHalf
Purpose
To show Outbound Option preview call performance for the selected time
period.
period.
Applicable environment
Outbound Option (IPCC and/or ICM)
Template type
Historical table
Default sort order
By skill group, agent enterprise name, last name, first name
Drilldowns available
No
Schema database table
Agent
Agent_Skill_Group_Half_Hour
Person
Skill_Group
Skill_Group_Member