Cisco Cisco IPCC Web Option 사용자 가이드

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Tasks Handled: Avg Time. The handle time for call is used in the calculation.

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% Wrap Up. The agent's wrap up time for this call is used in the calculation.

This call affects the following fields

agent25: Agent Consolidated
Half Hour Report

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Completed Tasks: Handled. This field is incremented.

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

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

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

This call affects the following fields:

perskg31: IPCC Peripheral Skill
Group Task Summary Half Hour
Report

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Queued. This field is incremented.

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Completed Tasks: Handled. This field is incremented.

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Completed Tasks: % Handled. This call is used in the calculation.

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Completed Tasks: Total. This field is incremented.

This call affects the following fields

perskg35: IPCC Peripheral Skill
Group Consolidated Half Hour
Report

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Queued. This field is incremented.

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Completed Tasks: Handled. This field is incremented.

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Completed Tasks: Total. This field is incremented.

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

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

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

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

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)