Cisco Cisco Unified Contact Center Enterprise 9.0(2) ユーザーガイド

WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

Agent By Agent Reports

2      IPCC Agent Report Templates

The media routing domain into which the agent is logged for doing this type of task. 
This is the media routing domain associated with the Skill Group in which the agent 
worked when doing this task. 

Each media routing domain has its own skill groups. If an agent is logged into more 
than one media routing domain, then that agent also belongs to more than one skill 
group.

Derived from: Media_Routing_Domain.EnterpriseName

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

The total number of calls that where abandoned while being held at the agent's 
extension and/or the paused tasks that the agent ended during the given interval.

Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf

For voice: the total number of calls that were abandoned while the agent’s phone was 
ringing.  For non-voice: the total number of tasks that were abandoned while being 
offered to an agent.

Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf

The average length of time associated with Ringing/offered tasks that were abandoned. 

Derived from: 

(Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf / 
Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf)

The total time in HH:MM:SS (hours, minutes, seconds) the agent spent in the 
Hold/Paused State measured during the half-hour interval.

Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf

The average on hold time associated with tasks the agent placed on hold or paused.

Derived from: (Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf / 
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)