Cisco Cisco IPCC Web Option 사용자 가이드
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates
agent04: Agent Task Detail Activity Report
Log On Duration
The total time in hours, minutes, and seconds (HH:MM:SS format) that the agent was
logged on during the selected interval.
logged on during the selected interval.
Derived from: Agent_Half_Hour.LoggedOnTimeToHalf
Available In MRD Time
The time in hours, minutes, seconds (HH:MM:SS) format that the agent was available
in this media routing domain.
in this media routing domain.
Derived from: Agent_Half_Hour.AvailableInMRDTimeToHalf
Tasks Handled
Total Tasks
Total Tasks
The total number of inbound tasks handled by the agent during the selected interval.
This value is updated when the after-task work associated with the task is completed.
This value is updated when the after-task work associated with the task is completed.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Tasks Handled
Avg Time
Avg Time
Average Handle Time. The average length of an incoming task handled by the agent
during the selected interval.
during the selected interval.
Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf)
% Wrap Up Time
The percentage of time that the agent spent in wrap-up on all tasks counted as handled
during the interval. An agent doing wrap-up work is either in the Work Ready or Work
Not Ready state. This value is measured against the total time the agent was logged on
during the half-hour interval.
during the interval. An agent doing wrap-up work is either in the Work Ready or Work
Not Ready state. This value is measured against the total time the agent was logged on
during the half-hour interval.
Derived from: (Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
*External Out Tasks
Total Tasks
Total Tasks
The total number of completed outbound tasks made by the agent during the selected
interval. The value is updated when the after-task work associated with the task is
completed.
interval. The value is updated when the after-task work associated with the task is
completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
*External Out Tasks
Avg Time
Avg Time
The average length in HH:MM:SS (hours, minutes, seconds) for outgoing tasks made
by the agent for the selected interval.
by the agent for the selected interval.
Derived from: (Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf)