Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario

For Agent 2's skill group, this call affects the following fields:

•

Total Queued. This field is incremented.

•

Completed Tasks: Handled. This field is incremented.

•

Completed Tasks: % Handled. This call is used in the calculation.

•

Completed Tasks: Total. This field is incremented.

•

Transfer In. This field is incremented.

For Agent 1's skill group, this call affects the following fields

perskg35: IPCC Peripheral
Skill Group Consolidated
Half Hour Report

•

Completed Tasks: Redirect No Answer. This field is incremented.

•

Agent State Times: % Not Ready Time. The agent's Not Ready time after this call is
used in the calculation.

•

Agent State Times: % Reserved Time. The agent's reserved time for this call is used in
the calculation.

For Agent 2's skill group, this call affects the following fields

•

Total Queued. This field is incremented.

•

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 for this call is included in this value.

•

Agent State Times: % Active Time. The agent's active time for this call is used in the
calculation.

•

Agent State Times: % Reserved Time. The agent's reserved time for this call is used in
the calculation.

•

Agent State Times: % Wrap Up Time. The agent's wrap up time for this call is used in
the calculation.

•

ASA. This call is used in the Average Speed of Answer calculation.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)