Cisco Cisco Unified Intelligent Contact Management Software User Guide

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.

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.

This call affects the following fields

perskg35: IPC Peripheral Skill
Group Consolidated Half Hour
Report

•

Completed Tasks: Handled. This field is incremented.

•

Completed Tasks: Total. This field is incremented.

•

Completed Tasks: AHT. The handle time for this call is used in the calculation.

•

Completed Tasks: Avg Active Time. The agent's active time for this call is used
in the calculation.

•

Agent State Times: Active Time. The active time is displayed (10 minutes and 53
seconds).

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)