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: % BusyOther Time
The percentage of time that agents spent working on Busy Other time in relation to
LoggedOnTime or interval, whichever is less.
LoggedOnTime or 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 interval, whichever is less.
LoggedOnTime or interval, whichever is less.
Derive from: (Skill_Group_Half_Hour. ReservedStateTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Utilization
The percentage of time the agents spent working on calls in relation to the time Agents
are ready.
are ready.
Derived from: If the TalkTimetoHalf is 0, then the % Utilization = 0
Otherwise, % Utilization =((Skill_Group_Half_Hour.TalkInTimeToHalf +
Skill_Group_Half_Hour.TalkOutTimeToHalf +
Skill_Group_Half_Hour.TalkOtherTimeToHalf +
Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)/
(Skill_Group_Half_Hour.LoggedOnTimeToHalf
-Skill_Group_Half_Hour.NotReadyTimeToHalf))
Skill_Group_Half_Hour.TalkOutTimeToHalf +
Skill_Group_Half_Hour.TalkOtherTimeToHalf +
Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)/
(Skill_Group_Half_Hour.LoggedOnTimeToHalf
-Skill_Group_Half_Hour.NotReadyTimeToHalf))
ASA
The skill group's average speed of answer in HH:MM:SS (hour, minutes, seconds)
calculated from the time spent by callers when placed in queue and ringing at the
agent’s desktop before the task is answered divided by the number of tasks answered.
calculated from the time spent by callers when placed in queue and ringing at the
agent’s desktop before the task is answered divided by the number of tasks answered.
Derived from: Skill_Group_Half_Hour.AnswerWaitTimeToHalf /
Skill_Group_Half_Hour.CallsAnsweredToHalf
Skill_Group_Half_Hour.CallsAnsweredToHalf
Completed Tasks: AHT
The Average Handle Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the
skill group.
skill group.
Derived from: Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Skill_Group_Half_Hour.CallsHandledToHalf
Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: Avg Active Time
The Average Active Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the
skill group.
skill group.
Derived from: Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf /
Skill_Group_Half_Hour.CallsHandledToHalf
Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: Avg Wrap Time
The Average Wrap Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the
skill group.
skill group.
Derived from: (Skill_Group_Half_Hour.HandledCallsTimeToHalf -
Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf -
Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf) /
Skill_Group_Half_Hour.CallsHandledToHalf
Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf -
Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf) /
Skill_Group_Half_Hour.CallsHandledToHalf