Cisco Cisco IP Contact Center Release 4.6.1 Guia Do Utilizador
2-
30
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Agent By Agent Reports
2 IPCC Agent Report Templates
*Supv Assist
The number of tasks for which agents received supervisor assistance in the half hour
interval. The value is updated in the database when the supervisor-assisted task
completes.
interval. The value is updated in the database when the supervisor-assisted task
completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Emerg Assist
(IPCC only) The number of emergency assist requests by the agent in the half hour
interval.
interval.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
*Barge In
(IPCC only) The number of tasks barged in on by the supervisor in the half hour
interval.
interval.
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
*Intercept
(IPCC only) The number of tasks intercepted by the supervisor in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf
Skill Group Summary
The total for each field for each skill group.
Media Summary
The totals for the agent data for all skill groups in the media routing domain into which
the agents were logged in the half hour interval.
the agents were logged in the half hour interval.
Agent Summary
The total for each field for each agent.
Report Summary
The total for all fields for all agents in the report.