Cisco Cisco IPCC Web Option 用户指南
IPCC Agent Report Templates
agent24: Agent Performance Summary Daily Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Agent State Times: Reserved %
The percentage of time that the agent spent in Reserved state in relation to
LoggedOnTime or interval, whichever is less.
LoggedOnTime or interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: Wrap Up Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in wrap-up
on incoming and outgoing tasks during the half-hour interval.
on incoming and outgoing tasks during the half-hour interval.
Derived from: (Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf)
Agent State Times: Wrap Up %
The percentage of time that the agent has spent in Wrap-up state after an incoming or
outgoing calls in relation to LoggedOnTime or interval, whichever is less.
outgoing calls in relation to LoggedOnTime or interval, whichever is less.
Derived from: ((Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: Busy Other Time
The time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
BusyOther State during the half-hour interval.
BusyOther State during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf
Agent State Times: Busy Other %
The percentage of time that the agent has spent in the BusyOther state in relation to
LoggedOnTime or interval, whichever is less.
LoggedOnTime or interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Skill Group Summary
The field totals for each skill group.
Media Summary
The field totals for the agent data for all skill groups in the media routing domain into
which the agents were logged during the given interval.
which the agents were logged during the given interval.
Report Summary
The field totals for all agents in the report.