Cisco Cisco IP Contact Center Release 4.6.1 Mode D'Emploi
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Skill Group Reports
Tasks Handled: % Time
The percentage of all tasks handled by the agent for the period that were incoming
tasks.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
tasks.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
% Wrap Up
The percentage of Log On duration that the agent spent in wrap-up in this skill group
during the interval. An agent doing wrap-up work is either in the Work Ready or Work
Not Ready state. This value is measured against the total time the agent was logged on
during the interval.
Derived from: (Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf (for the media routing domain and
the time sequence of the report)
during the interval. An agent doing wrap-up work is either in the Work Ready or Work
Not Ready state. This value is measured against the total time the agent was logged on
during the interval.
Derived from: (Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf (for the media routing domain and
the time sequence of the report)
*External Out Tasks: Total Tasks
The total number of completed outbound tasks made by the agent during the interval.
The value is incremented when the after-task work associated with the task is
completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
The value is incremented when the after-task work associated with the task is
completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
*External Out Tasks: Avg Time
The average length of time in hours, minutes, and seconds (HH:MM:SS format) for
outgoing tasks made by the agent for the interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
outgoing tasks made by the agent for the interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
*External Out Tasks: % Time
The percentage of all tasks handled by the agent for the period that were outgoing
tasks.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
tasks.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
*Internal Out Tasks: Total Tasks
The total number of internal tasks initiated by the agent during the interval. The value
is incremented when the after-task work associated with the task is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf
is incremented when the after-task work associated with the task is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf
*Internal Out Tasks: Avg Time
The average length of time in hours, minutes, and seconds (HH:MM:SS format) for
completed internal tasks made by the agent for the interval.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.InternalCallsToHalf
completed internal tasks made by the agent for the interval.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.InternalCallsToHalf
*Internal Out Tasks: % Time
The percentage of all tasks handled by the agent for the period that were internal
tasks.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
tasks.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf