Cisco Cisco IP Contact Center Release 4.6.2 사용자 가이드
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Agent by Peripheral Reports
2 IPCC Agent Report Templates
Incoming Hold Tasks
Total Tasks
Total Tasks
The total number of incoming tasks the agent placed on hold or paused. The value is
incremented when the after-task work associated with the task is completed.
incremented when the after-task work associated with the task is completed.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Incoming Hold Tasks
Avg Time
Avg Time
The average on hold time associated with incoming tasks the agent placed on hold or
paused.
paused.
Derived from: (Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)
*Outgoing Hold Tasks
Total Tasks
Total Tasks
The total number of completed outbound tasks the agent placed on hold at least once.
The value is incremented when the after-call work associated with the call is
completed.
The value is incremented when the after-call work associated with the call is
completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf
*Outgoing Hold Tasks
Avg Time
Avg Time
The average on hold time in HH:MM:SS (hours, minutes, seconds) associated with
outbound tasks the agent placed on hold.
outbound tasks the agent placed on hold.
Derived from: (Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf)
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf)
*Internal Hold Tasks
Total Tasks
Total Tasks
The total number of completed internal tasks the agent placed on hold for the interval.
The value is incremented when the after-call work associated with the call is
completed.
The value is incremented when the after-call work associated with the call is
completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf
*Internal Hold Tasks
Avg Time
Avg Time
The average on hold time associated with internal tasks the agent placed on hold.
Derived from: (Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf)
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf)
*Supervisor Assist Tasks
Total Tasks
Total Tasks
The total number of tasks for which the agent received supervisor assistance during the
interval. The value is incremented when the supervisor assistance call completes.
interval. The value is incremented when the supervisor assistance call completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf