Cisco Cisco Unified Contact Center Enterprise 9.0(2) ユーザーガイド
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates
agtskg05: Agent Task Detail Performance Report
Data:
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + "," + Person.FirstName
Media
The media routing domain into which the agent is logged. This is the media routing
domain with which the agent's Skill Group is associated.
domain with which the agent's Skill Group is associated.
Derived from: Media_Routing_Domain.EnterpriseName
Skill Group
The name of the skill group to which these agent is associated.
Derived from: Skill_Group.EnterpriseName and
Agent_Skill_Group_Half_Hour.SkillTargetId
Aban Hold
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.
extension and/or the paused tasks that the agent ended during the given interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf
Aban Ring: Total Tasks
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.
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
Aban Ring: Avg Time
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
Incoming Hold Tasks
Total Tasks
Total Tasks
The total number of completed tasks the agent placed on hold or paused. The value is
incremented when the after-task work associated with the task is completed.
incremented when the after-task work associated with the task is completed.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Incoming Hold Tasks
Avg Time
Avg Time
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