Cisco Cisco IPCC Web Option 用户指南
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates
agent24: Agent Performance Summary Daily Report
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.
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 during the half-hour interval.
Available or Not Active state during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AvailTimeToHalf
Agent State Times: Not Active %
The percentage of time that the agent spent in the Available or Ready state in relation
to LoggedOnTime or interval, whichever is less.
to LoggedOnTime or interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.AvailTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: Not Ready Time
The total time in HH:MM:SS (hours, minutes, seconds) the agent spent in the Not
Ready State measured during the half-hour interval.
Ready State measured during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf
Agent State Times: Not Ready %
The percentage of time that the agent has spent in the Not Ready state in relation to
LoggedOnTime or interval, whichever is less.
LoggedOnTime or interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) the agent spent in the
Hold/Paused State measured during the half-hour interval.
Hold/Paused State measured during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf
Agent State Times: Hold %
The percentage of time that the agent was in the Hold/paused state in relation to
LoggedOnTime or interval, whichever is less, during the given interval.
LoggedOnTime or interval, whichever is less, during the given interval.
Derived from: (Agent_Skill_Group_Half_Hour.HoldTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: Reserved Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
reserved state waiting for ICM routed task to arrive during the half-hour interval.
reserved state waiting for ICM routed task to arrive during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.ReservedStateTimetoHalf