Руководство Пользователя для Cisco Cisco Unified Contact Center Enterprise 9.0(2)
13-3
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About IPCC Reports
IPCC Agent Reports
historical
table
A table of all the report data available from the
Agent_Skill_Group_Half_Hour table. ICM software
generates Agent_Skill_Group_Half_Hour records
for each logged on agent.
This report is for online viewing or for exporting to
Excel. It is not formatted for printing.
real-time
table
A table of all the report data available from the
Agent_Real_Time table. ICM software generates
Agent_Real_Time records for each agent.
This report is for online viewing or for exporting to
Excel. It is not formatted for printing.
Table 13-2 Agent By Peripheral Templates
Template Name
Type
Description
historical
A table of logon duration and logout date-time for
each agent, by peripheral.
historical
A table of incoming, outgoing, and internal tasks,
callback messages, and wrap-up work.
historical
A table of agent task detail performance for
abandoned, assistance, held, and conference tasks,
by peripheral.
real-time
A table of current agent states for each agent within
the selected peripheral(s).
historical
A task summary table for each agent within the
selected peripheral(s), organized by the selected half
hour(s).
historical
A task summary table for each agent within the
selected peripheral(s), organized by the selected
day(s).
historical
An agent state summary table for each agent within
the selected peripheral(s), organized by the selected
half hour(s).
historical
An agent state summary table for each agent within
the selected peripheral(s), organized by the selected
day(s).
historical
table
A table of agent half-hour activity and performance
for all the agents connected to the selected
peripheral(s) during the selected half-hour
interval(s).
Table 13-1 Agent By Agent Templates (continued)
Template Name
Type
Description