Руководство Пользователя для Cisco Cisco IP Contact Center Release 4.6.1
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Agent Reports
agtskg05: Agent Task Detail Performance Report
Incoming Hold Tasks
% Time
The percentage of hold time associated with internal tasks the agent placed on
hold or paused. This value is measured against the total time the agent was
logged on during the interval.
Derived from:
Derived from:
sum(Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf) * 1.0 /
sum(Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
*Outgoing Hold Tasks
Total Tasks
Total Tasks
The total number of outgoing tasks that the agent put on hold or paused.
Derived from:
Derived from:
sum(Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf)
*Outgoing Hold Tasks
Avg Time
Avg Time
The average length of time that the agent left outgoing tasks on hold or
paused.
Derived from:
Derived from:
sum(Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf) /
sum(Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf)
*Outgoing Hold Tasks
% Time
% Time
The percentage of hold time associated with outgoing tasks the agent placed
on hold or paused. This value is measured against the total time the agent was
logged on during the interval.
Derived from:
Derived from:
sum(Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf) * 1.0 /
sum(Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
*Internal Hold Tasks
Total Tasks
Total Tasks
The total number of internal calls that the agent put on hold.
Derived from: sum(Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf)
Derived from: sum(Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf)
*Internal Hold Tasks
Avg Time
Avg Time
The average length of time that the agent left internal tasks on hold.
Derived from:
Derived from:
sum(Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf) /
sum(Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf)