Руководство Пользователя для Cisco Cisco IP Contact Center Release 4.6.1

2-32

WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)

Release 7.1(1)

Chapter 2 Agent Report Templates

Agent By Agent Reports

Completed Tasks Incoming: Handled

The number of tasks handled by this agent in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf

Completed Tasks Incoming: AHT

The average time spent by the agent in handling a task, measured in HH:MM:SS
(hours, minutes, seconds).
Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf)

Completed Tasks Incoming Hold Tasks: Held Tasks

The number of incoming calls to this agent that were placed on hold.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf

Completed Tasks Incoming Hold Tasks: Avg Hold Time

The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold,
for all incoming calls which included hold time.
Derived from: (Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)

Agent State Times: Log On Duration

The total time in HH:MM:SS (hours, minutes, seconds) that the agent was logged in in
the half hour interval.
Derived from: Agent_Half_Hour.LoggedOnTimeToHalf

Agent State Times: Active Time

The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
Active state in the half hour interval.
Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf)

Agent State Times: Active %

The percentage of time that the agent has spent in the Active state in relation to
LoggedOnTime or the selected interval, whichever is less.
Derived from: ((Agent_Skill_Group_Half_Hour.TalkInTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf) /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)

Agent State Times: Not Active Time

The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
Available or Not Active state in the half hour interval.
Derived from: Agent_Half_Hour.AvailTimeToHalf