Cisco Cisco IP Contact Center Release 4.6.2 User Guide
2-
156
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates
agtskg25: Agent Skill Group Consolidated Half Hour Report
Agent State Times: Not Ready
The time the agent spent in the Not Ready State, measured in HH:MM:SS (hours,
minutes, seconds) format.
minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf
*Agent State Times: Reserved Time
The time the agent spent in the Reserved state waiting for ICM routed call to arrive,
measured in HH:MM:SS (hours, minutes, seconds) format.
measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.ReserveStateTimeToHalf
Agent State Times: Wrap Up Time
The time the agent spent in Wrap Up on incoming and outgoing calls, measured in
HH:MM:SS (hours, minutes, seconds) format.
HH:MM:SS (hours, minutes, seconds) format.
Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimetoHalf +
Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)
Agent State Times: Busy Other
The time the agent spent in the BusyOther state during the interval, measured in
HH:MM:SS (hours, minutes, seconds) format.
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf
Skill Group Summary
The total of all agent data for all agents in the skill group.
Media Summary
The total of all agent data for each media routing domain.
Report Summary
The total of all agent data for all agents in report.
agtskg25: Agent Skill Group Consolidated Half Hour Report
Overview:
Subject
A table of all agents in the selected skill groups showing each
agent's task statistics and agent time allocations, gathered in
half-hour increments.
agent's task statistics and agent time allocations, gathered in
half-hour increments.
Note: Completed tasks are all the tasks all tasks that completed
during the time shown (that is, on the row in the report). This
includes any tasks which began before the time frame shown.
However, this does not include tasks where the caller abandoned
in the local ACD queue.
during the time shown (that is, on the row in the report). This
includes any tasks which began before the time frame shown.
However, this does not include tasks where the caller abandoned
in the local ACD queue.
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 skill group activity and performance for the selected time
period.
period.