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 Skill Group Report Templates
IPCC Enterprise Skill Group Historical Reports
Date Time (no label)
The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and
HH:MM:SS (hour, minute, second) format.
Derived from: Skill_Group_Half_Hour.DateTime
HH:MM:SS (hour, minute, second) format.
Derived from: Skill_Group_Half_Hour.DateTime
*Callback Msg
The number of callback messages processed by the agent during the half-hour interval.
Derived from: Skill_Group_Half_Hour.CallbackMessagesToHalf
Derived from: Skill_Group_Half_Hour.CallbackMessagesToHalf
*Callback Msg Time
The time in HH:MM:SS (hours, minutes, seconds) that the agent spent processing
callback messages during the half-hour interval.
Derived from: Skill_Group_Half_Hour.CallbackMessagesTimeToHalf
callback messages during the half-hour interval.
Derived from: Skill_Group_Half_Hour.CallbackMessagesTimeToHalf
Answered
The number of tasks begun during the half-hour interval.
Derived from: Skill_Group_Half_Hour.CallsAnsweredToHalf
Derived from: Skill_Group_Half_Hour.CallsAnsweredToHalf
Ans Wait Time
The time in HH:MM:SS (hours, minutes, seconds) that callers spent waiting for tasks to
be responded to by the skill group during the half-hour interval.
AnswerWaitTime is calculated as follows: RingTime + NetworkTime + LocalQTime (for
standard ACDs) and NetQTime (for IPCC systems).
Derived from: Skill_Group_Half_Hour.AnswerWaitTimeToHalf
be responded to by the skill group during the half-hour interval.
AnswerWaitTime is calculated as follows: RingTime + NetworkTime + LocalQTime (for
standard ACDs) and NetQTime (for IPCC systems).
Derived from: Skill_Group_Half_Hour.AnswerWaitTimeToHalf
Handled
The tasks handled by the skill group during the half-hour interval.
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf
Hand Active Time
The time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Active
state for tasks associated with the skill group during the half-hour interval.
The value is updated in the database when the after-task work time associated with the
task (if any) has completed.
Derived from: Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf
state for tasks associated with the skill group during the half-hour interval.
The value is updated in the database when the after-task work time associated with the
task (if any) has completed.
Derived from: Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf
Handled Time
The handle time in HH:MM:SS (hours, minutes, seconds) for tasks counted as handled
by the skill group during the half-hour interval.
Derived from: Skill_Group_Half_Hour.HandledCallsTimeToHalf
by the skill group during the half-hour interval.
Derived from: Skill_Group_Half_Hour.HandledCallsTimeToHalf
Avg Hand Time
The average handle time in HH:MM:SS (hours, minutes, seconds) for tasks counted as
handled by the skill group during the half-hour interval:
Derived from: Skill_Group_Half_Hour.AvgHandledCallsTimeToHalf
handled by the skill group during the half-hour interval:
Derived from: Skill_Group_Half_Hour.AvgHandledCallsTimeToHalf