Cisco Cisco IPCC Web Option 用户指南
IPCC Agent Report Templates
Agent By Skill Group Reports
2-
117
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
agtskg10: Outbound
Option (Blended Agent)
Predictive and
Progressive Tasks Detail
Performance Report,
page 2-138
Option (Blended Agent)
Predictive and
Progressive Tasks Detail
Performance Report,
page 2-138
Outbound Option
(IPCC and/or
standard ACD)
(IPCC and/or
standard ACD)
historical
table
table
Each agent's task detail data
performance on predictive
tasks, gathered in half-hour
increments
performance on predictive
tasks, gathered in half-hour
increments
agtskg11: Outbound
Option (Blended Agent)
Preview Task Detail
Performance Report,
page 2-140
Option (Blended Agent)
Preview Task Detail
Performance Report,
page 2-140
Outbound Option
(IPCC and/or
standard ACD)
(IPCC and/or
standard ACD)
historical
table
table
Each agent's performance
task data for preview calls,
gathered in half-hour
increments.
task data for preview calls,
gathered in half-hour
increments.
agtskg12: Outbound
Option (Blended Agent)
Reservation Task Detail
Performance Report,
page 2-142
Option (Blended Agent)
Reservation Task Detail
Performance Report,
page 2-142
Outbound Option
(IPCC and/or
standard ACD)
(IPCC and/or
standard ACD)
historical
table
table
Each agent's performance
data for reservation calls,
gathered in half-hour
increments
data for reservation calls,
gathered in half-hour
increments
agtskg20: Agent Skill
Group Real Time
Report, page 2-120
Group Real Time
Report, page 2-120
IPCC and/or
standard ACD
standard ACD
real-time
table
table
The current agent states of
each agent within the
selected skill group(s).
each agent within the
selected skill group(s).
agtskg21: Agent Skill
Group Task Summary
Half Hour Report, page
2-143
Group Task Summary
Half Hour Report, page
2-143
IPCC and/or
standard ACD
standard ACD
historical
table
table
Agent task summary for
each agent within the
selected skill group(s),
organized by the selected
half hour(s).
each agent within the
selected skill group(s),
organized by the selected
half hour(s).
agtskg22: Agent Skill
Group Task Summary
Daily Report, page
2-147
Group Task Summary
Daily Report, page
2-147
IPCC and/or
standard ACD
standard ACD
historical
table
table
Agent task summary for
each agent within the
selected skill group(s),
organized by the selected
day(s).
each agent within the
selected skill group(s),
organized by the selected
day(s).
agtskg23: Agent Skill
Group Performance
Summary Half Hour
Report, page 2-150
Group Performance
Summary Half Hour
Report, page 2-150
IPCC and/or
standard ACD
standard ACD
historical
table
table
Agent state summary for
each agent within the
selected skill group(s),
organized by the selected
half hour(s).
each agent within the
selected skill group(s),
organized by the selected
half hour(s).
agtskg24: Agent Skill
Group Performance
Summary Daily Report,
page 2-153
Group Performance
Summary Daily Report,
page 2-153
IPCC and/or
standard ACD
standard ACD
historical
table
table
Agent state summary for
each agent within the
selected skill group(s),
organized by the selected
day(s).
each agent within the
selected skill group(s),
organized by the selected
day(s).
agtskg25: Agent Skill
Group Consolidated
Half Hour Report, page
2-156
Group Consolidated
Half Hour Report, page
2-156
IPCC only
historical
table
table
Agent daily task statistic
totals and time allocations,
gathered in half-hour
increments.
totals and time allocations,
gathered in half-hour
increments.
agtskg26: Agent Skill
Group Consolidated
Daily Report, page
2-160
Group Consolidated
Daily Report, page
2-160
IPCC only
historical
table
table
Agent daily task statistic
totals and time allocations,
gathered in day increments.
totals and time allocations,
gathered in day increments.
Template Name
Applicable
Environment
Environment
Type
Description