Cisco Cisco IPCC Web Option 사용자 가이드
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Team Reports
*Tasks Barge In
(IPCC only) The number of tasks into which the supervisor has barged.
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
*Tasks Intercept
(IPCC only) The number of tasks that required interception by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.InterceptedCallsToHalf
Derived from: Agent_Skill_Group_Half_Hour.InterceptedCallsToHalf
Time Handled
The time the agent spent on ICM routed tasks, measured in HH:MM:SS (hours,
minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf
minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf
*Time Internal In
The time the agent spent on direct incoming calls, measured in HH:MM:SS (hours,
minutes, seconds). This does not include time spent on calls routed by ICM to the
agent.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRvcdTimeToHalf
minutes, seconds). This does not include time spent on calls routed by ICM to the
agent.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRvcdTimeToHalf
*Time External Out
The time the agent spent on outgoing external calls, measured in HH:MM:SS (hours,
minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf
minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf
*Time Internal Out
The time the agent spent in outgoing internal calls, measured in HH:MM:SS (hours,
minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf
minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf
Time All Hold
The time in HH:MM:SS (hours, minutes, seconds) where all tasks to the agent are on
hold or paused during the half-hour interval. HoldTime is counted only while the agent
is doing no other task-related activity. HoldTime is included in the calculation of
LoggedOnTime. The InternalCallsOnHoldTimeToHalf field in the following calculation
applies to voice only.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf +
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf
hold or paused during the half-hour interval. HoldTime is counted only while the agent
is doing no other task-related activity. HoldTime is included in the calculation of
LoggedOnTime. The InternalCallsOnHoldTimeToHalf field in the following calculation
applies to voice only.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf +
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf
Media Summary
The totals of agent data for a media routing domain, in which the agent was logged
during the given interval
during the given interval
Agent Team Summary
The total agent data in the agent team.
Report Summary
The total agent data for all agent teams in the report.