Руководство Пользователя для Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1)

You can filter the Agent Summary Report by any of the following parameters. For 
the Top N and the Bottom N parameters, you specify the number (N) of agents 
that you want the report to show. For example, if you specify 3 for the Top N Calls 
Handled/Presented Ratio parameter, the report will show the three agents with the 
largest ratios. If more than n agents, where n is the number that you specify, have 
identical largest or smallest values, the report shows the first n agents in 
alphabetical order.

Total Calls 
Presented

Displays the report in order of the number of calls presented to agents.

Total Calls Handled

Displays the report in order of the number of calls handled by agents.

Resource Group 
Names

Displays information for agents that belong to the specified resource group or 
groups.

Agent Names

Displays information for the specified agents.

Skill Names

Displays information for agents who possess the specified skills.

Team Names

Displays information for agents who belong to the selected teams.

Top N Calls 
Handled/Presented 
Ratio

Displays information for the n agents with the largest ratios of calls handled to 
calls presented.

Bottom N Calls 
Handled/Presented 
Ratio

Displays information for the n agents with the smallest ratios of calls handled to 
calls presented.

Top N Avg Hold 
Time

Displays information for the n agents with the longest average hold times.

Bottom N Avg Hold 
Time

Displays information for the n agents with the shortest average hold times.

Top N Avg Talk 
Time

Displays information for the n agents with the longest average talk times.

Bottom N Avg Talk 
Time

Displays information for the n agents with the shortest average talk times.