Cisco Cisco IP Contact Center Release 4.6.1 Guia Do Utilizador
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 5 Skill Group Report Templates
IPCC Peripheral Skill Group Reports
Predictive/Progressive Handle Time
The percentage of time in HH:MM:SS (hours, minutes, seconds) that agents in the
peripheral skill group spent handling completed AutoOut (predictive) tasks in the half
hour interval. Handle time includes:
peripheral skill group spent handling completed AutoOut (predictive) tasks in the half
hour interval. Handle time includes:
WorkTime
TalkTime
HoldTime
The AgentAutoOutCallsTime measurement begins at the time the task initiates, and
ends at the time the agent completes any after-task work for the task. The database
updates this value when any after-task work time associated with a task ends.
ends at the time the agent completes any after-task work for the task. The database
updates this value when any after-task work time associated with a task ends.
Derived from: Skill_Group_Half_Hour.AutoOutCallsTimeToHalf
Predictive/Progressive Active Time
The percentage of time that agents in the peripheral skill group spent talking on
completed AutoOut (predictive) tasks in the half hour interval. This measurement
begins at the time the task is initiated, and ends at the time the agent begins any
after-task work for the task. The database updates the AgentOutCallsTalkTime value
when any after-task work time associated with the task begins.
completed AutoOut (predictive) tasks in the half hour interval. This measurement
begins at the time the task is initiated, and ends at the time the agent begins any
after-task work for the task. The database updates the AgentOutCallsTalkTime value
when any after-task work time associated with the task begins.
Derived from: Skill_Group_Half_Hour.AutoOutCallsTalkTimeToHalf
Predictive/Progressive Tasks
The total number of completed AutoOut (predictive) tasks made by the agent in the
skill group in the half hour interval. The value is updated in the database when the
after-task work time associated with the task (if any) has completed.
skill group in the half hour interval. The value is updated in the database when the
after-task work time associated with the task (if any) has completed.
Derived from: Skill_Group_Half_Hour.AutoOutCallsToHalf
Preview Handle Time
The percentage of time that agents in the peripheral skill group spent talking on
completed outbound preview tasks in the half hour interval. Handle time includes three
values taken from the Termination_Call_Detail records:
completed outbound preview tasks in the half hour interval. Handle time includes three
values taken from the Termination_Call_Detail records:
WorkTime
TalkTime
HoldTime
The PreviewCallsTime measurement begins at the time the task initiates, and ends at
the time the agent completes any after-task work for the task. The database updates
this value when any after-task work time associated with a task ends.
the time the agent completes any after-task work for the task. The database updates
this value when any after-task work time associated with a task ends.
Derived from: Skill_Group_Half_Hour.PreviewCallsTimeToHalf
Preview Active Time
The percentage of time that agents in the peripheral skill group spent talking on
completed outbound preview calls in the half hour interval. This measurement begins
at the time the task is initiated, and ends at the time the agent begins any after-task
work for the task. It is based on the TalkTime value from TerminationCallDetail, and
includes the HoldTime associated with the task. The database updates the
PreviewCallsTalkTimeToHalf value when any after-task work time associated with the
task begins.
completed outbound preview calls in the half hour interval. This measurement begins
at the time the task is initiated, and ends at the time the agent begins any after-task
work for the task. It is based on the TalkTime value from TerminationCallDetail, and
includes the HoldTime associated with the task. The database updates the
PreviewCallsTalkTimeToHalf value when any after-task work time associated with the
task begins.
Derived from: Skill_Group_Half_Hour.PreviewCallsTalkTimeToHalf