Cisco Cisco IPCC Web Option User Guide
2-
136
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates
agtskg07: Agent Skill Group Task Analysis Report
*Conference In Tasks
Avg Time
Avg Time
The average time in HH:MM:SS (hours, minutes, seconds) that the agent spent in
conference with tasks during the interval. This value includes hold time associated with
the conference tasks.
conference with tasks during the interval. This value includes hold time associated with
the conference tasks.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
*Conference Out Tasks
Total Tasks
Total Tasks
The number of conference calls the agent initiated. Initiated tasks include ACD and
non-ACD tasks. The value is incremented when the agent drops off the call and the call
becomes a simple two-party call.
non-ACD tasks. The value is incremented when the agent drops off the call and the call
becomes a simple two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf
*Conference Out Tasks
Avg Time
Avg Time
The average time in HH:MM:SS (hours, minutes, seconds) that the agent spent in
conference on agent-initiated tasks during the interval. This value includes hold time
associated with the conference tasks.
conference on agent-initiated tasks during the interval. This value includes hold time
associated with the conference tasks.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf
Media Summary
The total data for all agents in the media routing domain.
Agent Summary
The total agent data.
Report Summary
The total data for all agents in the report.
agtskg07: Agent Skill Group Task Analysis Report
Overview:
Subject
A table of all agents in the selected skill groups analyzing all the
tasks handled by each agent, gathered in half-hour increments.
tasks handled by each agent, gathered in half-hour increments.
Fields applicable to a voice domain only are prefixed with an
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose
To show all agent tasks in a skill group(s) for the selected time
period
period
Applicable
environment
environment
IPCC and/or standard ACD
Template type
Historical table