Manualsbrain.com
  1. Manuali
  2. Marche
  3. Cisco
  4. Cisco IPCC Web Option
  5. Guida Utente

Cisco Cisco IPCC Web Option Guida Utente

Scarica
Pagina di 797
 
11-96
ICM WebView Online Help 
Skill Group Reports
perskg23: Peripheral Skill Group Performance Summary Half Hour Report
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 Up 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
ASA
The average speed of answer measured for the skill group as the total time 
callers spent ringing at the agent’s voice device (handled or internal calls) in 
relation to the number of calls answered. 
Derived from: Skill_Group_Half_Hour.AnswerWaitTimetoHalf / 
Skill_Group_Half_Hour.CallsAnsweredToHalf