Cisco Cisco IP Contact Center Release 4.6.2 User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Agent By Skill Group Reports
2 IPCC Agent Report Templates
*Internal Out Tasks: % Time
The percentage of all tasks handled by the agent for the period that were internal
tasks.
tasks.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
*CB Messages: Total Tasks
The total number of callback messages that were processed by the agent during the
interval.
interval.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf
*CB Messages: Avg Time
The average length in HH:MM:SS (hours, minutes, seconds) for callback messages that
were processed by the agent during the interval.
were processed by the agent during the interval.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf /
Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf
Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf
*CB Messages: % Time
The percentage of all calls handled by the agent for the period that were callback
messages.
messages.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Media Summary
The total data for all agents in the media routing domain.
Agent Summary
The total data for an agent.
Report Summary
The total data for all agents in the report.
agtskg05: Agent Task Detail Performance Report
Overview:
Subject
A table of all agents in the selected skill groups showing
agent data collected about agent performance relating to
abandoned, held, assistance, and conference calls/tasks,
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.
Purpose
To show agent performance in a skill group for the selected
time period.