Cisco Cisco Unified Contact Center Enterprise 9.0(2) ユーザーガイド
IPCC Agent Report Templates
agtskg05: Agent Task Detail Performance Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
*Outgoing Hold Tasks
Total Tasks
Total Tasks
The total number of completed outbound tasks the agent placed on hold at least once.
The value is incremented when the after-call work associated with the call is
completed.
The value is incremented when the after-call work associated with the call is
completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf
*Outgoing Hold Tasks
Avg Time
Avg Time
The average on hold time in HH:MM:SS (hours, minutes, seconds) associated with
outbound tasks the agent placed on hold.
outbound tasks the agent placed on hold.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf
*Internal Hold Tasks
Total Tasks
Total Tasks
The total number of completed internal tasks the agent placed on hold for the interval.
The value is incremented when the after-call work associated with the call is
completed.
The value is incremented when the after-call work associated with the call is
completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf
*Internal Hold Tasks
Avg Time
Avg Time
The average on hold time associated with internal tasks the agent placed on hold.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf
*Sup Assist Tasks
Total Tasks
Total Tasks
The total number of tasks for which the agent received supervisor assistance during the
interval. The value is incremented when the supervisor assistance call completes.
interval. The value is incremented when the supervisor assistance call completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Sup Assist Tasks
Avg Time
Avg Time
The average time in HH:MM:SS (hours, minutes, seconds) that the agent received
assistance for all supervisor-assisted tasks during the interval.
assistance for all supervisor-assisted tasks during the interval.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Conference In Tasks
Total Tasks
Total Tasks
The number of incoming tasks on which the agent was in conference. Incoming tasks
include ACD and non-ACD tasks. The value is incremented with the agent drops off the
call and the call becomes a simple two-party call.
include ACD and non-ACD tasks. The value is incremented with the agent drops off the
call and the call becomes a simple two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf