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Cisco Cisco Unified Contact Center Enterprise 9.0(1) User Guide

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Table 41: Sample Agent Reports
Fields Affected by Call Flow
Agent Report
This call affects the following fields:
agent04: Agent Task Detail
Report
•
Tasks Handled: Total Tasks. This field is incremented.
•
Tasks Handled: Avg Time. The handle time for call is used in the calculation.
•
% Wrap Up. The agent's wrap up time for this call is used in the calculation.
This call affects the following fields
agent25: Agent Consolidated
Half Hour Report
•
Completed Tasks: Handled. This field is incremented.
•
Agent State Times: % Reserved Time. This agent's reserved time for this call is
used in the calculation.
•
Agent State Times: % Active Time. The agent's active time for call is used in the
calculation.
•
Agent State Times: % Wrap Up. The agent's wrap up time for call is used in the
calculation.
Table 42: Sample Skill Group Reports
Fields Affected by Call Flow
Skill Group Report
This call affects the following fields:
perskg31: IPCC Peripheral Skill
Group Task Summary Half Hour
Report
•
Completed Tasks: Handled. This field is incremented.
•
Completed Tasks: % Handled. This call is used in the calculation.
•
Completed Tasks: Total. This field is incremented.
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)
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Chapter 7: Sample Calls and Report Data
IPCC Enterprise Voice Call Reporting Data