Cisco Cisco IP Contact Center Release 4.6.1 User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Agent By Agent Reports
2 IPCC Agent Report Templates
*Internal Out Tasks
Total Tasks
Total Tasks
The total number of internal tasks initiated by the agent during the selected interval.
The value is updated when the after-task work associated with the task is completed.
The value is updated when the after-task work associated with the task is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf
*Internal Out Tasks
Avg Time
Avg Time
The average length of time for completed internal tasks made by the agent for the
selected interval.
selected interval.
Derived from: (Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.InternalCallsToHalf)
Agent_Skill_Group_Half_Hour.InternalCallsToHalf)
*CB Messages
Total Tasks
Total Tasks
The total number of callback messages that were processed by the agent during the
selected interval. Callback (CB) Messages are relevant only for the Aspect ACD.
selected interval. Callback (CB) Messages are relevant only for the Aspect ACD.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf
*CB Messages
Avg Time
Avg Time
The average length in HH:MM:SS (hours, minutes, seconds) for callback messages that
were processed by the agent during the selected interval. Callback (CB) Messages are
relevant only for the Aspect ACD.
were processed by the agent during the selected interval. Callback (CB) Messages are
relevant only for the Aspect ACD.
Derived from: (Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf /
Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf)
Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf)
Agent Summary
Total data for the agent.
Report Summary
Total data for all agents in the report.
agent05: Agent Task Detail Performance Report
Overview:
Subject
A table of selected agents' 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 details for the selected time
period.