Cisco Cisco IP Contact Center Release 4.6.1 ユーザーガイド
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ICM WebView Online Help
Service Reports
persvc08: Agent and Task Status Real Time Report
Data:
Media
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 is currently working.
Each media routing domain has its own skill groups. If an agent is logged into
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
Derived from: Media_Routing_Domain.EnterpriseName
Peripheral Service
The enterprise name of the peripheral service
Derived from: Service.EnterpriseName
Derived from: Service.EnterpriseName
Tasks In Progress
The number of tasks offered to a specific route or service.
Derived from: Service_Real_Time.CallsInProgress
Derived from: Service_Real_Time.CallsInProgress
*Queued Now
The number of tasks to the service or route that are in queue at the
peripheral.
Derived from: Service_Real_Time.CallsQNow
Derived from: Service_Real_Time.CallsQNow
*Handled Now
The number of tasks to the service currently queued for longer than the
service level threshold.
Derived from: Service_Real_Time.ServiceLevelCallsQHeld
Derived from: Service_Real_Time.ServiceLevelCallsQHeld
Log On
The number of agents for the service who are logged on to their primary
assignment gate (also referred to as the agent's primary position).
The Rockwell Galaxy ACD allows agents to have primary, secondary, and
The Rockwell Galaxy ACD allows agents to have primary, secondary, and
tertiary assignments to a gate. In this context, a gate is similar to an ICM skill
group. For example, if several agents are logged on to their primary
assignment gates and these gates, or skill groups, support a service in the
report you are viewing, then these agents are counted under primary position
manned.
Derived from: Skill_Group_Real_Time.LoggedOn
Derived from: Skill_Group_Real_Time.LoggedOn
Avail
The number of agents not currently involved in task work and who are ready
to accept tasks.
Derived from: Skill_Group_Real_Time.Avail
Derived from: Skill_Group_Real_Time.Avail