Cisco Cisco IP Contact Center Release 4.6.2 Guida Utente
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates
agtskg27: Agent Skill Group Historical All Fields Report
Incoming Tasks
Aban Ring
Aban Ring
For voice: the total number of calls that were abandoned while the agent’s phone was
ringing. For non-voice: the total number of tasks that were abandoned while being
offered to an agent.
ringing. For non-voice: the total number of tasks that were abandoned while being
offered to an agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf
Incoming Tasks
Aban Hold
Aban Hold
The total number of calls that were abandoned while being held by the agent and/or
the number of paused tasks the agent ended. This value is updated in the database at
the time the held call disconnects or the paused task ends.
the number of paused tasks the agent ended. This value is updated in the database at
the time the held call disconnects or the paused task ends.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf
Incoming Tasks
Redirect No Answer
Redirect No Answer
The number of tasks offered to this agent that were redirected on failure to answer or
to respond. The value is updated in the database at the time the task is diverted to
another device.
to respond. The value is updated in the database at the time the task is diverted to
another device.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
*Incoming Tasks
Trans In
Trans In
The number of tasks transferred to agents in the skill group during the half-hour
interval. This value is updated when the agent completes the call.
interval. This value is updated when the agent completes the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf
*Incoming Tasks
Conf In
Conf In
The number of incoming calls the agent was conferenced into. Incoming calls include
ACD and non-ACD calls. The value is updated in the database when the agent drops off
the call or the call becomes a simple two-party call.
ACD and non-ACD calls. The value is updated in the database when the agent drops off
the call or the call becomes a simple two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
*Incoming Tasks
Short Tasks
Short Tasks
The number of calls answered by the agent where the duration of the call fell short of
the peripherals Answered Short Calls threshold.
These calls are counted in the CallsOffered and CallsHandled statistics. The purpose of
the ShortCallsToHalf statistic is to track calls that agents hang up on before they can
possibly be handled in order to improve their performance statistics.
the peripherals Answered Short Calls threshold.
These calls are counted in the CallsOffered and CallsHandled statistics. The purpose of
the ShortCallsToHalf statistic is to track calls that agents hang up on before they can
possibly be handled in order to improve their performance statistics.
Derived from: Agent_Skill_Group_Half_Hour.ShortCallsToHalf
Incoming Tasks
Hold Tasks
Hold Tasks
The total time in HH:MM:SS (hours, minutes, seconds) the agent spent in the
Hold/Paused State measured during the half-hour interval.
Hold/Paused State measured during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf