Cisco Cisco Unified Intelligent Contact Management Software User Guide
Statistics Provided
Template
Reports on current skill group, agent state, login time, task direction, applicable
reason codes, supervisor assistance requests, and MRD availability for agents in
reason codes, supervisor assistance requests, and MRD availability for agents in
agtskg30: IPCC Agent Skill Group
Real Time
Real Time
specific skill groups. This report also provides the number of calls queued to an
agent's skill group that can be answered by the agent.
agent's skill group that can be answered by the agent.
If you are reporting on agents who handle multi-session chat tasks, note that these
agents can work on more than one task at a time; you gather agent state information
from both the Available in MRD and Agent State columns.
agents can work on more than one task at a time; you gather agent state information
from both the Available in MRD and Agent State columns.
Reports on current skill group, agent state, login time, task direction, applicable
reason codes and MRD availability for agents in specific skill groups.
reason codes and MRD availability for agents in specific skill groups.
agteam20: Agent Team Real Time
If you are reporting on agents who handle multi-session chat tasks, note that these
agents can work on more than one task at a time; you gather agent state information
from both the Available in MRD and Agent State columns.
agents can work on more than one task at a time; you gather agent state information
from both the Available in MRD and Agent State columns.
Reports on the number of agents in different agent states, including logged in, active
in/out/other, held, not active, wrap up, not ready, reserved, and eligible for task.
in/out/other, held, not active, wrap up, not ready, reserved, and eligible for task.
agteam32: Agent Team State
Counts Real Time
Counts Real Time
Reports on agents who are currently logged out from specific peripheral skill groups.
perskg39: Peripheral Skill Group
Logout Real Time
Logout Real Time
Historical agent data helps you identify how agents compare to their peers, whether agent
performance is improving and whether additional training is required.
performance is improving and whether additional training is required.
If you are measuring agents' past performance or performance trends, you might be interested
in these types of statistics:
in these types of statistics:
•
How many inbound tasks the agent handled
•
How many outgoing calls the agent placed
•
Average Handle Time (AHT) for the agent
•
Average Hold Time for the agent
•
How many transfers and consultations the agent performed
•
How many transfers the agent received
•
How many tasks abandoned while ringing on the agent's phone
•
How many tasks abandoned while on hold
•
How many tasks were redirected off the agent's phone
•
How much time the agent is spending in Not Ready state
•
Whether the agent is logging in and out at the appropriate times
Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)
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Chapter 3: Managing Agents
Useful Agent Statistics and Report Templates