Manualsbrain.com
  1. Manuais
  2. Marcas
  3. Cisco
  4. Cisco IP Contact Center Release 4.6.2
  5. Guia Do Utilizador

Cisco Cisco IP Contact Center Release 4.6.2 Guia Do Utilizador

Download
Página de 797
11-85
ICM WebView Online Help
Skill Group Reports
perskg08: FTE for Peripheral Skill Groups Half Hour Report
 
FTE Hold
The fraction of 30 minutes, for the number of agents in the Hold state during 
an interval.
Derived from: Skill_Group_Half_Hour.HoldTimeToHalf / 1800
FTE Reserved
The fraction of 30 minutes, for the number of agents in the Reserved state 
during an interval. The Reserved state is state in which the agent is awaiting 
an interflowed call and is unavailable to receive any incoming calls. This state 
applies to agents on Northern Telecom Meridian and Aspect CallCenter ACDs 
only.
Derived from: Skill_Group_Half_Hour.ReservedStateTimeToHalf / 1800
FTE Interrupted
The fraction of 30 minutes, agents in the skill group, have been in Interrupted 
state during the half hour interval.
Derived from: Skill_Group_Half_Hour.InterruptedTimeToHalf / 1800
FTE BusyOther
The fraction of 30 minutes, for the number of agents in the Busy Other state.  
Derived from: Skill_Group_Half_Hour.BusyOtherTimeToHalf / 1800
Skill Group Summary
The total for each field for each skill group
Media Summary
The total for each field for each media
Report Summary
The total for each field for all skill groups.