Cisco Cisco IPCC Web Option Guida Utente
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 5 Skill Group Report Templates
IPCC Enterprise Skill Group Reports
Completed Tasks: Incoming Avg Active Time
The average time that agents in the skill group were actively working on a incoming
task in the half hour interval. For voice, this is the average time spent while talking on
a call.
task in the half hour interval. For voice, this is the average time spent while talking on
a call.
Derived from: Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf/
Skill_Group_Half_Hour.CallsHandledToHalf
Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: Incoming Hold Tasks Held Tasks
The number of incoming tasks that were put on hold in the half hour interval.
Derived from: Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf
Completed Tasks: Incoming Hold Tasks Avg Hold Time
The average hold time in HH:MM:SS (hours, minutes, seconds) for incoming tasks that
were put on hold for the skill group in the half hour interval.
were put on hold for the skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf/
Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Completed Tasks: External Out
The total number of completed outbound tasks made by agents in the skill group. The
value is updated in the database when any after-task work time associated with the
task is completed.
value is updated in the database when any after-task work time associated with the
task is completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf
FTE # Agents
The FTE (full time equivalent) value for the number of agents logged on in the half hour
interval.
interval.
Derived from: sum(LoggedOnTimeToHalf)/ 1800
Note
In the following summaries, the summary for FTE # Agents is based on an 8 hour shift
calculation. If the report interval is chosen to be less than 8 hours, then this value will
be lower than expected.
calculation. If the report interval is chosen to be less than 8 hours, then this value will
be lower than expected.
Daily Summary
The total for each field for a given day.
Enterprise Skill Group Summary
The total for each field for each enterprise skill group.
Report Summary
The total for all fields for all skill groups in the report.