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 talking 

on completed outbound preview calls during the half-hour interval. This mea-

surement 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 PreviewCallsTalkTimeToHalf value when 

any after-task work time associated with the task begins.
Derived from: Skill_Group_Half_Hour.PreviewCallsTalkTimeToHalf * 1.0 / 1800

The total number of completed outbound Preview tasks made by the agent in 

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

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

pleted.
Derived from: Skill_Group_Half_Hour.PreviewCallsToHalf

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

on completed reserved 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.ReserveCallsTimeToHalf * 1.0 / 1800

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

on completed reserved 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 Termi-

nationCallDetail, and includes the HoldTime associated with the task. The 

database updates the ReserveCallsTalkTimeToHalf value when any after-call 

work time associated with the task begins.
Derived from: Skill_Group_Half_Hour.ReserveCallsTalkTimeToHalf * 1.0 / 1800

The total number of completed agent reservation tasks made by the agent in 

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

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

pleted.
Derived from: Skill_Group_Half_Hour.ReserveCallsToHalf