Руководство Пользователя для Cisco Cisco IP Contact Center Release 4.6.1
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Agent Reports
agtper23: Agent Peripheral Performance Summary Half Hour Report
Derived from: ((Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
*Busy Other Time
The total time the agent spent in the BusyOther state, measured in HH:MM:SS
(hours, minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf
*Busy Other %
The percentage of time that the agent has spent in the BusyOther state in
relation to LoggedOnTime or interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf) /
Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf) /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
*Interrupt Time
The total time the agent spent in the Interrupted state, measured in
HH:MM:SS (hours, minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.InterruptedTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.InterruptedTimeToHalf
*Interrupt %
The percentage of time that the agent has spent in the Interrupted state in
relation to LoggedOnTime or interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.InterruptedTimeToHalf) /
Derived from: (Agent_Skill_Group_Half_Hour.InterruptedTimeToHalf) /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Media Summary
The totals of agent data for all skill groups in a media in which the agent was
logged during the given interval.
Peripheral Summary
The total of agent data for all agents in all media on the peripheral during the
specified interval.
Report Summary
The total of summary lines for all agents in the report.