Cisco Cisco IP Contact Center Release 4.6.1 Guida Utente
Agent By Skill Group Reports
2 IPCC Agent Report Templates
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Duration
The total handle time in HH:MM:SS (hours, minutes, seconds) for completed agent
reservation calls handled by the agent in the skill group during the half-hour interval.
Handle time includes the following three:
reservation calls handled by the agent in the skill group during the half-hour interval.
Handle time includes the following three:
Work Time
Talk Time
Hold Time
The AgentReservationCallsTime measurement begins at the time the call initiates, and
ends at the time the agent completes any after-call work for the call. The database
updates this value when any after-call work time associated with a call ends.
ends at the time the agent completes any after-call work for the call. The database
updates this value when any after-call work time associated with a call ends.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf
Reserve Tasks
The total number of completed agent reservation calls made by the agent in the skill
group during the half-hour interval. The value is updated in the database when the
after-call work time associated with the call (if any) has completed.
group during the half-hour interval. The value is updated in the database when the
after-call work time associated with the call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsToHalf
Avg Reserve Time
The average time the agent spent in handling reservation calls during the selected time
period.
period.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.ReserveCallsToHalf
Agent_Skill_Group_Half_Hour.ReserveCallsToHalf
Skill Group Summary
The total of all agent data for each skill group.
Report Summary
The total of all agent data for all agents in report.
agtskg21: Agent Skill Group Task Summary Half Hour Report
Overview:
Subject
A table of all agents in the selected skill groups showing
each agent's incoming and outgoing task counts and task
treatments, gathered in half-hour increments.
Fields applicable to a voice domain only are prefixed with
an asterisk (*). Such fields are not applicable for e-mail or
collaboration media.
Purpose
To show skill group half-hour activity for the selected time
period.
Applicable
environment
IPCC and or ICM