Руководство Пользователя для Cisco Cisco IP Contact Center Release 4.6.2
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
IPCC Peripheral Skill Group Reports
5 IPCC Skill Group Report Templates
Agent State Times: % Utilization
The percentage of time in the half hour interval that the agents spent working on calls
in relation to the time agents are ready.
in relation to the time agents are ready.
If the TalkTimetoHalf is 0, then the % Utilization = 0
Otherwise, % Utilization =((Skill_Group_Half_Hour.TalkInTimeToHalf +
Skill_Group_Half_Hour.TalkOutTimeToHalf +
Skill_Group_Half_Hour.TalkOtherTimeToHalf +
Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)/
(Skill_Group_Half_Hour.LoggedOnTimeToHalf -
Skill_Group_Half_Hour.NotReadyTimeToHalf))
Skill_Group_Half_Hour.TalkOutTimeToHalf +
Skill_Group_Half_Hour.TalkOtherTimeToHalf +
Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)/
(Skill_Group_Half_Hour.LoggedOnTimeToHalf -
Skill_Group_Half_Hour.NotReadyTimeToHalf))
ASA
The skill group's average speed of answer in HH:MM:SS (hour, minutes, seconds)
calculated from the time spent by callers when placed in queue and ringing at the
agent’s desktop before the task is answered divided by the number of tasks answered.
calculated from the time spent by callers when placed in queue and ringing at the
agent’s desktop before the task is answered divided by the number of tasks answered.
Derived from: Skill_Group_Half_Hour.AnswerWaitTimeToHalf /
Skill_Group_Half_Hour.CallsAnsweredToHalf
Skill_Group_Half_Hour.CallsAnsweredToHalf
Completed Tasks: AHT
The Average Handle Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the
skill group in the half hour interval.
skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Skill_Group_Half_Hour.CallsHandledToHalf
Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: Avg Active Time
The Average Active Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the
skill group in the half hour interval.
skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf /
Skill_Group_Half_Hour.CallsHandledToHalf
Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: Avg Wrap Time
The Average Wrap Time in HH:MM:SS (hour, minutes, seconds) for tasks sent to the
skill group in the half hour interval.
skill group in the half hour interval.
Derived from: (Skill_Group_Half_Hour.HandledCallsTimeToHalf -
Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf -
Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf) /
Skill_Group_Half_Hour.CallsHandledToHalf
Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf -
Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf) /
Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: Aban Hold
The number of ICM routed calls in the half hour interval that abandoned while on hold
at agents’ phones and/or the number of paused tasks agents ended.
at agents’ phones and/or the number of paused tasks agents ended.
Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf
*Supv Assist
The number of calls for which agents received supervisor assistance in the half hour
interval.
interval.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf