Manualsbrain.com
  1. Manuales
  2. Marcas
  3. Cisco
  4. Cisco IP Contact Center Release 4.6.1
  5. Guía Del Usuario

Cisco Cisco IP Contact Center Release 4.6.1 Guía Del Usuario

Descargar
Página de 797
 
11-42
ICM WebView Online Help 
Skill Group Reports
entskg24: Enterprise Skill Group Performance Summary Daily Report
Date (no label)
The date of the selected row's data in MM/DD/YYYY (month, day, year) format.
Derived from: Skill_Group_Half_Hour.DateTime
Log On Duration
The total duration in HH:MM:SS (hours, minutes, and seconds) during the 
period that agents were logged in to this skill group. 
Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf
% Not Ready Time
The percentage of time that agents spent in the Not Ready state in relation to 
LoggedOnTime or interval, whichever is less.
Derived from: Skill_Group_Half_Hour.NotReadyTimeToHalf / 
Skill_Group_Half_Hour.LoggedOnTimeToHalf
% Avail Time
The percentage of time that agents have spent in the Available state in 
relation to LoggedOnTime or interval, whichever is less. 
Derived from: Skill_Group_Half_Hour.AvailTimeToHalf / 
Skill_Group_Half_Hour.LoggedOnTimeToHalf
% Active Time
The percentage of time that agents have spent talking on calls in relation to 
LoggedOnTime or interval, whichever is less.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf / 
Skill_Group_Half_Hour.LoggedOnTimeToHalf
% Wrap Time
The percentage of time that agents have spent in Wrap-up state after 
incoming or outgoing calls in relation to LoggedOnTime or interval, whichever 
is less. 
Derived from: 
((Skill_Group_Half_Hour.WorkReadyTimeToHalf + 
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) / 
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
% Utilization
The percentage of time the agents spent working on calls in relation to the 
time Agents are ready. 
Derived from: Skill_Group_Half_Hour.PercentUtilizationToHalf