Cisco Cisco IP Contact Center Release 4.6.1 Guia Do Utilizador
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Skill Group Reports
Completed Tasks: Incoming Hold Tasks Avg Hold Time
The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold
in the half hour interval, for all incoming calls which included hold time.
Derived from: (Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)
in the half hour interval, for all incoming calls which included hold time.
Derived from: (Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)
Completed Tasks: Aban Ring
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
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
Completed Tasks: Redirect No Answer
The number of tasks offered at the agents terminal or phone in the half hour interval
that were redirected to another location because of the agent's failure to respond.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
that were redirected to another location because of the agent's failure to respond.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
Completed Tasks: Aban Hold
The number of ICM routed calls to the agent in the half hour interval that abandoned
while the call was on hold and/or the number of paused tasks that the agent ended
during the interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallstoHalf
while the call was on hold and/or the number of paused tasks that the agent ended
during the interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallstoHalf
*Completed Tasks: Supv Assist
The number of calls an agent made to the supervisor for assistance in the half hour
interval.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
interval.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Completed Tasks: Supv Assist Time
The length of supervisor assisted calls in the half hour interval, measured in HH:MM:SS
(hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf
(hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf
*Completed Tasks: Emerg Assist
(IPCC only) The number of calls that required emergency assistance in the half hour
interval.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
interval.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
*Completed Tasks: Barge In
(IPCC only) The number of calls that were barged-in by the supervisor in the half hour
interval.
Derived from: Agent_Skill_Group_Half_Hour.BargedInCallsToHalf
interval.
Derived from: Agent_Skill_Group_Half_Hour.BargedInCallsToHalf
*Completed Tasks: Intercept
(IPCC only) The number of calls that were intercepted by the supervisor in the half
hour interval.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf
hour interval.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf