Cisco Cisco IPCC Web Option ユーザーガイド
2-147
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 2 Agent Report Templates
Agent By Skill Group Reports
Data:
Skill Group
The name of the skill group.
Derived from: Skill_Group.EnterpriseName and
Agent_Skill_Group_Half_Hour.SkillTargetId
Derived from: Skill_Group.EnterpriseName and
Agent_Skill_Group_Half_Hour.SkillTargetId
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + Person.FirstName
Derived from: Person.LastName + Person.FirstName
Duration
The total handle time in HH:MM:SS (hours, minutes, seconds) for completed agent
reservation calls handled by the agent in the skill group during the half-hour interval.
Handle time includes the following three:
Work Time
Talk Time
Hold Time
The AgentReservationCallsTime measurement begins at the time the call initiates, and
ends at the time the agent completes any after-call work for the call. The database
updates this value when any after-call work time associated with a call ends.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf
reservation calls handled by the agent in the skill group during the half-hour interval.
Handle time includes the following three:
Work Time
Talk Time
Hold Time
The AgentReservationCallsTime measurement begins at the time the call initiates, and
ends at the time the agent completes any after-call work for the call. The database
updates this value when any after-call work time associated with a call ends.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf
Reserve Tasks
The total number of completed agent reservation calls made by the agent in the skill
group during the half-hour interval. The value is updated in the database when the
after-call work time associated with the call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsToHalf
group during the half-hour interval. The value is updated in the database when the
after-call work time associated with the call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsToHalf
Avg Reserve Time
The average time the agent spent in handling reservation calls during the selected time
period.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.ReserveCallsToHalf
period.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.ReserveCallsToHalf
Skill Group Summary
The total of all agent data for each skill group.
Default sort order
By skill group, agent enterprise name, last name, first name
Drilldowns available
No
Schema database table
Agent
Agent_Skill_Group_Half_Hour
Person
Skill_Group