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

ICM WebView Online Help

Service Reports

persvc08: Agent and Task Status Real Time Report

The number of agents talking on inbound tasks. ICM software tracks the 

number of agents in the Talking in state and the time agents spend in this 

state.
Derived from: Skill_Group_Real_Time.TalkingIn

The number of agents talking on outbound tasks. The ICM software tracks the 

number of agents in the Talking out state and the time agents spend in this 

state.
Derived from: Skill_Group_Real_Time.TalkingOut

The number of agents performing after-task work.
Derived from: Skill_Group_Real_Time.WorkReady

The sum of the time that agents spend in the Not Ready state in which agents 

are logged on, not involved in any task activity but not ready to accept tasks, 

and in the Busy Other state in which agents in the skill group are busy in other 

skill groups.
Derived from: Skill_Group_Real_Time.NotReady + 

Skill_Group_Real_Time.BusyOther

The average answer wait time that all tasks offered to the service during the 

interval waited before being answered.
Derived from: Service_Real_Time.AnswerWaitTimeTo5 * 1.0 / 

Service_Real_Time.CallsAnsweredTo5

A measurement of how well you are meeting your service level goals for 

answering tasks during the last 5 minutes.
Derived from: Service_Real_Time.ServiceLevelTo5

The number of tasks offered to a specific route or service.
Derived from: Service_Real_Time.CallsOfferedHalf

The number of tasks handled by a specific route or service.
Derived from: Service_Real_Time.CallsHandledHalf