Cisco Cisco IP Contact Center Release 4.6.2 ユーザーガイド
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Agent by Peripheral Reports
2 IPCC Agent Report Templates
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + "," + Person.FirstName
DateTime
The date when the record was generated in MM/DD/YYYY (month, day, year) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
ASA
The skill group's average speed of answer in HH:MM:SS (hour, minutes, seconds)
calculated from the time spent by callers when placed in queue and ringing at the
agent’s desktop before the task is answered divided by the number of tasks answered.
calculated from the time spent by callers when placed in queue and ringing at the
agent’s desktop before the task is answered divided by the number of tasks answered.
Derived from: Skill_Group_Half_Hour.AnswerWaitTimeToHalf /
Skill_Group_Half_Hour.CallsAnsweredToHalf
Skill_Group_Half_Hour.CallsAnsweredToHalf
Completed Tasks Incoming: Handled
The number of tasks handled by this agent.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks Incoming: AHT
The average time spent by the agent in handling a task, measured in HH:MM:SS
(hours, minutes, seconds).
(hours, minutes, seconds).
Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf)
Agent_Skill_Group_Half_Hour.CallsHandledToHalf)
Completed Tasks Incoming Hold Tasks: Held Tasks
The number of incoming calls to this agent that were placed on hold.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Completed Tasks Incoming Hold Tasks: Avg Hold Time
The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold,
for all incoming calls which included hold time.
for all incoming calls which included hold time.
Derived from: (Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)
Agent State Times: Log On Duration
The total time in HH:MM:SS (hours, minutes, seconds) that the agent was logged in
during the half-hour interval.
during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
Active state during the half-hour interval.
Active state during the half-hour interval.
Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf +