Cisco Cisco IP Contact Center Release 4.6.2 Guida Utente
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Fields Affected by Call Flow
Skill Group Report
For Agent 2's skill group, this call affects the following fields:
•
Total Queued. This field is incremented.
•
Completed Tasks: Handled. This field is incremented.
•
Completed Tasks: % Handled. This call is used in the calculation.
•
Completed Tasks: Total. This field is incremented.
•
Transfer In. This field is incremented.
For Agent 1's skill group, this call affects the following fields
perskg35: IPCC Peripheral
Skill Group Consolidated
Half Hour Report
Skill Group Consolidated
Half Hour Report
•
Completed Tasks: Redirect No Answer. This field is incremented.
•
Agent State Times: % Not Ready Time. The agent's Not Ready time after this call is
used in the calculation.
used in the calculation.
•
Agent State Times: % Reserved Time. The agent's reserved time for this call is used in
the calculation.
the calculation.
For Agent 2's skill group, this call affects the following fields
•
Total Queued. This field is incremented.
•
Completed Tasks: Handled. This field is incremented.
•
Completed Tasks: Total. This field is incremented.
•
Completed Tasks: AHT. The handle time for this call is used in the calculation.
•
Completed Tasks: Avg Active Time. The agent's active time for this call is used in the
calculation.
calculation.
•
Agent State Times: Active Time. The active time for this call is included in this value.
•
Agent State Times: % Active Time. The agent's active time for this call is used in the
calculation.
calculation.
•
Agent State Times: % Reserved Time. The agent's reserved time for this call is used in
the calculation.
the calculation.
•
Agent State Times: % Wrap Up Time. The agent's wrap up time for this call is used in
the calculation.
the calculation.
•
ASA. This call is used in the Average Speed of Answer calculation.
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)
147
Chapter 7: Sample Calls and Report Data
IPCC Enterprise Voice Call Reporting Data