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Cisco Cisco IPCC Web Option Guida Utente

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ICM WebView Online Help
Skill Group Reports
perskg23: Peripheral Skill Group Performance Summary Half Hour Report
 
AHT
The Average Handle Time in seconds for incoming tasks handled by the skill 
group during the interval.
Derived from: Skill_Group_Half_Hour.HandleCallsTimeToHalf / 
Skill_Group_Half_Hour.CallsHandledToHalf)
Avg Active Time
The Average Active Time for agents in the skill group during the interval.
Derived from: (Skill_Group_Half_Hour.TalkInTimeToHalf + 
Skill_Group_Half_Hour.TalkOutTimeToHalf + 
Skill_Group_Half_Hour.TalkOtherTimeToHalf) / 
Skill_Group_Half_Hour.CallsHandledToHalf)
AWT
The Average Wrap up Time for agents in the skill group during the interval.
Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf + 
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) / 
Skill_Group_Half_Hour.CallsHandledToHalf)
Aban Hold
The number of ICM routed calls that Abandon While on hold at agents’ phones. 
Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf
Supv Assist
The number of calls for which agents received supervisor assistance.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf
Emerg Assist
The number of emergency assist requests by the agent.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf
Barge In
The number of calls barged in on by the supervisor.
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf
Intercept
The number of calls intercepted by the supervisor.
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf
Skill Summary
The total fields for each skill group.
Media Summary
The total fields for each media routing domain.