Cisco Cisco IP Contact Center Release 4.6.1 Mode D'Emploi
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
•
How many times the agent has requested supervisor assistance
•
How many times a supervisor has had to barge in or intercept a call
The following table describes suggested IPCC Enterprise report templates that provide agent
historical statistics. For details of all IPCC Enterprise report templates, refer to the WebView
Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions.
historical statistics. For details of all IPCC Enterprise report templates, refer to the WebView
Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions.
Table 16: Report Templates for Historical Reporting
Statistics Provided
Template
Reports on agent task activity for half-hour intervals, including the number
of tasks handled, transferred in and out, conferenced in and out, redirected
of tasks handled, transferred in and out, conferenced in and out, redirected
agent21: Peripheral Agent Task Summary
Half Hour
Half Hour
on no answer, abandoned while ringing and on hold and supervisor
assistance and intervention.
assistance and intervention.
Reports on agent task activity for half-hour intervals, including the number
of tasks handled, transferred in and out, conferenced in and out, redirected
of tasks handled, transferred in and out, conferenced in and out, redirected
agtper21: Agent Peripheral Task Summary
Half Hour
Half Hour
on no answer, abandoned while ringing and on hold and supervisor
assistance and intervention.
assistance and intervention.
Reports on agent task activity for half-hour intervals, including the number
of tasks handled, transferred in and out, conferenced in and out and on
hold.
of tasks handled, transferred in and out, conferenced in and out and on
hold.
agtskg21: Agent Skill Group Summary Half
Hour
Hour
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)
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Chapter 3: Managing Agents
Useful Agent Statistics and Report Templates