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
Media
The media routing domain into which the agent is logged during the report interval.
This is the media routing domain with which the agent's Skill Group is associated.
This is the media routing domain with which the agent's Skill Group is associated.
Derived from: Media_Routing_Domain.EnterpriseName
Skill Group
The agent's skill group's enterprise name and skill target ID.
Derived from: Skill_Group.EnterpriseName and
Agent_Skill_Group_Half_Hour.SkillTargetId
Agent_Skill_Group_Half_Hour.SkillTargetId
Date Time
The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and
HH:MM:SS (hour, minute, second) format.
HH:MM:SS (hour, minute, second) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Log On Duration
The total time period in the half hour interval that the agent was logged in measured in
HH:MM:SS (hours, minutes, seconds) format.
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Handled Tasks
The number of ICM routed tasks that the agent has handled in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Handled Time
The time the agent spent on ICM routed tasks in the half hour interval, measured in
HH:MM:SS (hours, minutes, seconds) format.
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf
*Internal In Tasks
The number of times that this agent received a direct internal or external incoming task
in the half hour interval. This includes direct tasks that were received from another
agent via the transfer or conference key that dialed the agent’s extension directly
without going through ICM scripting.
in the half hour interval. This includes direct tasks that were received from another
agent via the transfer or conference key that dialed the agent’s extension directly
without going through ICM scripting.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRcvdToHalf
*Internal In Time
The time the agent spent on direct incoming tasks in the half hour interval, measured
in HH:MM:SS (hours, minutes, seconds).
in HH:MM:SS (hours, minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRvcdTimeToHalf
*External Out Tasks
The number of external outgoing tasks that the agent made from the ACD extension in
the half hour interval.
the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf