Cisco Cisco IP Contact Center Release 4.6.2 Guida Utente
3-20
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Agent Reports
*Supervisor Assist Tasks Avg Time
The average time in HH:MM:SS (hours, minutes, seconds) that the agent received
assistance for all supervisor-assisted tasks during the interval.
Derived from: (Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf)
assistance for all supervisor-assisted tasks during the interval.
Derived from: (Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf)
*Conference In Tasks Total Tasks
The number of incoming tasks on which the agent was in conference. Incoming tasks
include ACD and non-ACD tasks. The value is incremented with the agent drops off the
call and the call becomes a simple two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
include ACD and non-ACD tasks. The value is incremented with the agent drops off the
call and the call becomes a simple two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
*Conference In Tasks Avg Time
The average time in HH:MM:SS (hours, minutes, seconds) that the agent spent in
conference with tasks during the interval. This value includes hold time associated with
the conference tasks.
Derived from: (Agent_Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf)
conference with tasks during the interval. This value includes hold time associated with
the conference tasks.
Derived from: (Agent_Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf)
*Conference Out Tasks Total Tasks
The number of conference calls the agent initiated. Initiated tasks include ACD and
non-ACD tasks. The value is incremented when the agent drops off the call and the call
becomes a simple two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf +
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf
non-ACD tasks. The value is incremented when the agent drops off the call and the call
becomes a simple two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf +
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf
*Conference Out Tasks Avg Time
The average time in HH:MM:SS (hours, minutes, seconds) that the agent spent in
conference on agent-initiated tasks during the interval. This value includes hold time
associated with the conference tasks.
Derived from: (Agent_Skill_Group_Half_Hour.ConferencedOutCallsTimeToHalf +
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsTimeToHalf) /
(Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf +
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf)
conference on agent-initiated tasks during the interval. This value includes hold time
associated with the conference tasks.
Derived from: (Agent_Skill_Group_Half_Hour.ConferencedOutCallsTimeToHalf +
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsTimeToHalf) /
(Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf +
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf)
Media Summary
The totals for the agent data for all skill groups in the media routing domain into which
the agents were logged during the given interval.
the agents were logged during the given interval.
Agent Summary
The total data for each agent.
Report Summary
The total data for all agents in report.