Cisco Cisco IP Contact Center Release 4.6.2 Guida Utente
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Agent Reports
Skill Group
The agent's skill group's enterprise name and skill target ID of the skill group
associated with the task.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
associated with the task.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
Log On Duration
The total time in hours, minutes, and seconds (HH:MM:SS format) that the agent was
logged on during the selected interval.
Derived from: Agent_Half_Hour.LoggedOnTimeToHalf
logged on during the selected interval.
Derived from: Agent_Half_Hour.LoggedOnTimeToHalf
Available In MRD Time
The time in hours, minutes, seconds (HH:MM:SS) format that the agent was available
in this media routing domain.
Derived from: Agent_Half_Hour.AvailableInMRDTimeToHalf
in this media routing domain.
Derived from: Agent_Half_Hour.AvailableInMRDTimeToHalf
Tasks Handled
Total Tasks
The total number of inbound tasks handled by the agent during the selected interval.
This value is updated when the after-task work associated with the task is completed.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
This value is updated when the after-task work associated with the task is completed.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Tasks Handled
Avg Time
Average Handle Time. The average length of an incoming task handled by the agent
during the selected interval.
Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf)
during the selected interval.
Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf)
% Wrap Up Time
The percentage of time that the agent spent in wrap-up on all tasks counted as handled
during the interval. An agent doing wrap-up work is either in the Work Ready or Work
Not Ready state. This value is measured against the total time the agent was logged on
during the half-hour interval.
Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Skill_Group_Half_Hour.LoggedOnTimeToHalf (for the media routing domain and the
time sequence of the report)
during the interval. An agent doing wrap-up work is either in the Work Ready or Work
Not Ready state. This value is measured against the total time the agent was logged on
during the half-hour interval.
Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Skill_Group_Half_Hour.LoggedOnTimeToHalf (for the media routing domain and the
time sequence of the report)
*External Out Tasks
Total Tasks
The total number of completed outbound tasks made by the agent during the selected
interval. The value is updated when the after-task work associated with the task is
completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
interval. The value is updated when the after-task work associated with the task is
completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf