Cisco Cisco IPCC Web Option Mode D'Emploi
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Agent By Agent Reports
2 IPCC Agent Report Templates
*Conference In Tasks
Avg Time
Avg Time
The average time in HH:MM:SS (hours, minutes, seconds) that the agent spent in
conference with tasks during the interval. This value includes hold time associated with
the conference tasks.
conference with tasks during the interval. This value includes hold time associated with
the conference tasks.
Derived from: (Agent_Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf)
Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf)
*Conference Out Tasks
Total Tasks
Total Tasks
The number of conference calls the agent initiated. Initiated tasks include ACD and
non-ACD tasks. The value is incremented when the agent drops off the call and the call
becomes a simple two-party call.
non-ACD tasks. The value is incremented when the agent drops off the call and the call
becomes a simple two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf +
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf
*Conference Out Tasks
Avg Time
Avg Time
The average time in HH:MM:SS (hours, minutes, seconds) that the agent spent in
conference on agent-initiated tasks during the interval. This value includes hold time
associated with the conference tasks.
conference on agent-initiated tasks during the interval. This value includes hold time
associated with the conference tasks.
Derived from: (Agent_Skill_Group_Half_Hour.ConferencedOutCallsTimeToHalf +
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsTimeToHalf) /
(Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf +
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf)
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsTimeToHalf) /
(Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf +
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf)
Media Summary
The totals for the agent data for all skill groups in the media routing domain into which
the agents were logged during the given interval.
the agents were logged during the given interval.
Agent Summary
The total data for each agent.
Report Summary
The total data for all agents in report.
agent06: Agent State Trace Detail By Events Report
Overview:
Subject
A table of agent states and task detail events for agents
with agent state trace enabled.
The report displays data on the event that changed an
agent's state, the new agent state, and the reason for the
state change.