Cisco Cisco IP Contact Center Release 4.6.1 ユーザーガイド

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Blended Agent Reports

Blended agent historical reports

The percentage of time that agents in the peripheral skill group spent handling 

completed AutoOut (predictive) tasks during the half-hour interval. Handle 

time includes three values taken from the Termination_Call_Detail records:
WorkTime
TalkTime
HoldTime
The AgentAutoOutCallsTime measurement begins at the time the task ini-

tiates, and ends at the time the agent completes any after-task work for the 

task. The database updates this value when any after-task work time associ-

ated with a task ends.
Derived from: Skill_Group_Half_Hour.AutoOutCallsTimeToHalf * 1.0 / 1800

The percentage of time that agents in the peripheral skill group spent talking 

on completed AutoOut (predictive) tasks during the half-hour interval. This 

measurement begins at the time the task is initiated, and ends at the time the 

agent begins any after-task work for the task. It is based on the TalkTime 

value from TerminationCallDetail, and includes the HoldTime associated with 

the task. The database updates the AgentOutCallsTalkTime value when any 

after-task work time associated with the task begins.
Derived from: Skill_Group_Half_Hour.AutoOutCallsTalkTimeToHalf * 1.0 / 

1800

The total number of completed AutoOut (predictive) tasks made by the agent 

in the skill group during the half-hour interval. The value is updated in the 

database when the after-task work time associated with the task (if any) has 

completed.
Derived from: Skill_Group_Half_Hour.AutoOutCallsToHalf

The percentage of time that agents in the peripheral skill group spent talking 

on completed outbound preview tasks during the half-hour interval. Handle 

time includes three values taken from the Termination_Call_Detail records:
WorkTime
TalkTime
HoldTime
The PreviewCallsTime measurement begins at the time the task initiates, and 

ends at the time the agent completes any after-task work for the task. The 

database updates this value when any after-task work time associated with a 

task ends.
Derived from: Skill_Group_Half_Hour.PreviewCallsTimeToHalf * 1.0 / 1800