Cisco Cisco IP Contact Center Release 4.6.1 사용자 가이드
IPCC Enterprise Skill Group Reports
5 IPCC Skill Group Report Templates
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Agent State Times: Log On Duration
The total duration in HH:MM:SS (hours, minutes, and seconds) during the period that
agents were logged into this skill group.
agents were logged into this skill group.
Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Not Ready Time
The percentage of time that agents spent in the Not Ready state in relation to
LoggedOnTime or the half hour interval, whichever is less.
LoggedOnTime or the half hour interval, whichever is less.
Derived from: Skill_Group_Half_Hour.NotReadyTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Not Active Time
The percentage of time that agents have spent in the Not Active or Available state in
relation to LoggedOnTime or the half hour interval, whichever is less.
relation to LoggedOnTime or the half hour interval, whichever is less.
Derived from: Skill_Group_Half_Hour.AvailTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Active Time
The percentage of time that agents spent working on incoming tasks or talking on calls
in relation to LoggedOnTime or the half hour interval, whichever is less.
in relation to LoggedOnTime or the half hour interval, whichever is less.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Hold Time
The percentage of time that agents spent in the Hold/Paused state in relation to
LoggedOnTime or the half hour interval, whichever is less.
LoggedOnTime or the half hour interval, whichever is less.
Derive from: (Skill_Group_Half_Hour.HoldTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Wrap Time
The percentage of time that agents have spent in Wrap-up state after incoming or
outgoing calls in relation to LoggedOnTime or the half hour interval, whichever is less.
outgoing calls in relation to LoggedOnTime or the half hour interval, whichever is less.
Derived from:
((Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
((Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Busy Other Time
The percentage of time that agents spent working on Busy Other time in relation to
LoggedOnTime or the half hour interval, whichever is less.
LoggedOnTime or the half hour interval, whichever is less.
Derive from: (Skill_Group_Half_Hour.BusyOtherTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Reserved Time
The percentage of time that agents spent working on Reserved time in relation to
LoggedOnTime or the half hour interval, whichever is less.
LoggedOnTime or the half hour interval, whichever is less.
Derive from: (Skill_Group_Half_Hour. ReservedStateTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Skill_Group_Half_Hour.LoggedOnTimeToHalf)