Cisco Cisco Unified Contact Center Enterprise 9.0(2) ユーザーガイド

This call affects the following fields

perskg35: IPCC Peripheral Skill
Group Consolidated Half Hour
Report

•

Queued. This field is incremented.

•

Completed Tasks: Handled. This field is incremented.

•

Completed Tasks: Total. This field is incremented.

•

Completed Tasks: AHT. The handle time for this call is used in the calculation.

•

Completed Tasks: Avg Active Time. The agent's active time for this call is used in
the calculation.

•

Agent State Times: Active Time. The active time is displayed (15 minutes 46
seconds).

•

Agent State Times: % Active Time. The agent's active time for this call is used in
the calculation.

•

Agent State Times: % Reserved Time. The agent's reserved time for this call is used
in the calculation.

•

Agent State Times: % Wrap Up Time. The agent's wrap up time for this call is used
in the calculation.

•

ASA. This call is used in the Average Speed of Answer calculation.

This call affects the following fields

caltyp05: Analysis of Calls
Half Hour Report

•

Tasks Routed. This field is incremented.

•

Assigned from Queue. This field is incremented.

•

Avg Wait Time in Queue. This call is used in the calculation.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)