Cisco Cisco IP Contact Center Release 4.6.2 사용자 가이드

Agent by Peripheral Reports

2      IPCC Agent Report Templates

 WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

The enterprise name and ID number of the peripheral on which the agent is working.

Derived from: Peripheral.EnterpriseName and Peripheral.PeripheralID

The last and first name of the agent and the agent's ID (in parentheses) in the skill 
group in which agent resides.

Derived from: Person.LastName + "," + Person.FirstName + 
Agent_Skill_Group_Half_Hour.SkillTargetID

The media routing domain into which the agent is logged for doing this type of task. 
This is the media routing domain associated with the Skill Group in which the agent 
worked when doing this task. 

Each media routing domain has its own skill groups. If an agent is logged into more 
than one media routing domain, then that agent also belongs to more than one skill 
group.

Derived from: Media_Routing_Domain.EnterpriseName

The total number of calls that where abandoned while being held at the agent's 
extension and/or the paused tasks that the agent ended during the given interval.

Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf

For voice: the total number of calls that were abandoned while the agent’s phone was 
ringing.  For non-voice: the total number of tasks that were abandoned while being 
offered to an agent.

Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf

The average length of time associated with Ringing/offered tasks that were abandoned. 

Derived from: 

(Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf / 
Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf)

Drilldowns available

No

Schema database 

tables

Agent

Agent_Half_Hour

Agent_Skill_Group_Half_Hour

Person

Peripheral

Media_Routing_Domain

Skill_Group