Руководство Пользователя для Cisco Cisco IP Contact Center Release 4.6.1

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Agent Reports

agtskg04: Agent Task Detail Activity Report

*External Out Tasks: % Time

The percentage of all tasks handled by the agent for the period that were

outgoing tasks.
Derived from: sum(Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf) *

1.0 / sum(Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

*Internal Out Tasks: Total Tasks

The total number of internal tasks initiated by the agent during the interval.

The value is incremented when the after-task work associated with the task is

completed.
Derived from: sum(Agent_Skill_Group_Half_Hour.InternalCallsToHalf)

*Internal Out Tasks: Avg Time

The average length in seconds for completed internal tasks made by the agent

for the interval.
Derived from: sum(Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf) /

sum(Agent_Skill_Group_Half_Hour.InternalCallsToHalf)

*Internal Out Tasks: % Time

The percentage of all tasks handled by the agent for the period that were

internal tasks.
Derived from: sum(Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf) *

1.0 / sum(Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

*CB Messages: Total Tasks

The total number of callback messages that were processed by the agent

during the interval.
Derived from: sum(Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf)

*CB Messages: Avg Time

The average length in seconds for callback messages that were processed by

the agent during the interval.
Derived from:

sum(Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf) /

sum(Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf)

*CB Messages: % Time

The percentage of all calls handled by the agent for the period that were

callback messages.
Derived from:

sum(Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf) * 1.0 /

sum(Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)