Cisco Cisco Unified Contact Center Enterprise 9.0(2) ユーザーガイド
IPCC Skill Group Report Templates
IPCC Enterprise Skill Group Historical Reports
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Hold Time
The total time agents spent in the Hold/Paused state in this skill group, measured in
HH:MM:SS (hours, minutes, seconds) format. Includes Incoming Direct and Outgoing
Internal, although call counts are not shown in this report.
Derived from: Skill_Group_Half_Hour.HoldTimeToHalf
HH:MM:SS (hours, minutes, seconds) format. Includes Incoming Direct and Outgoing
Internal, although call counts are not shown in this report.
Derived from: Skill_Group_Half_Hour.HoldTimeToHalf
*Internal Tasks
The number of internal calls to the skill group during the half-hour interval.
Derived from: Skill_Group_Half_Hour.InternalCallsToHalf
Derived from: Skill_Group_Half_Hour.InternalCallsToHalf
*Internal Tasks Time
The time in HH:MM:SS (hours, minutes, seconds) that internal calls to the skill group
occurred during the half-hour interval.
Derived from: Skill_Group_Half_Hour.InternalCallsTimeToHalf
occurred during the half-hour interval.
Derived from: Skill_Group_Half_Hour.InternalCallsTimeToHalf
*Supervisor Assist Tasks
The number of calls for which agents received supervisor assistance during the
half-hour interval.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf
half-hour interval.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Supervisor Assist Time
The time in HH:MM:SS (hours, minutes, seconds) that supervisor assisted calls
occurred during the half-hour interval.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf
occurred during the half-hour interval.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf
% Utilization
The percentage of Ready time that agents in the skill group spent talking or doing call
work during the half-hour interval.
Derived from: Skill_Group_Half_Hour.PercentUtilizationToHalf
work during the half-hour interval.
Derived from: Skill_Group_Half_Hour.PercentUtilizationToHalf
*External Out
The number of completed outbound ACD calls made by agents in the skill group, during
a half-hour interval. The value is updated in the database when any after-call work
time associated with the call is completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf
a half-hour interval. The value is updated in the database when any after-call work
time associated with the call is completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf
*Out Time30
The handle time, in HH:MM:SS (hours, minutes, seconds), for completed outbound
ACD calls handled by the agent in the skill group during the half-hour interval.
Handle time includes WorkTime, TalkTime, and HoldTime. The AgentOutCallsTime value
includes the time spent from the call being initiated by the agent to the time the agent
completes after-call work time for the call. The value is updated in the database when
the after-call-work time associated with the call (if any) has completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsTimeToHalf
ACD calls handled by the agent in the skill group during the half-hour interval.
Handle time includes WorkTime, TalkTime, and HoldTime. The AgentOutCallsTime value
includes the time spent from the call being initiated by the agent to the time the agent
completes after-call work time for the call. The value is updated in the database when
the after-call-work time associated with the call (if any) has completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsTimeToHalf