Cisco Cisco IPCC Web Option 用户指南

IPCC Agent Report Templates

agent25: Agent Consolidated Half Hour Report

  Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)

The media routing domain into which the agent is logged for doing this type of task. 
This is the media routing domain associated with the Skill Group in which the agent 
worked when doing this task. 
Each media routing domain has its own skill groups. If an agent is logged into more 
than one media routing domain, then that agent also belongs to more than one skill 
group.

Derived from: Media_Routing_Domain.EnterpriseName

The agent's skill group's enterprise name and skill target ID associated with the task.

Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID

The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and 
HH:MM:SS (hour, minute, second) format.

Derived from: Agent_Skill_Group_Half_Hour.DateTime

The number of ICM Routed tasks this agent has handled.

Derived from: Agent_Skill_Group_Half_Hour.CallsHandledtoHalf

For voice: the total number of calls that were abandoned while the agent’s phone was 
ringing. For non-voice: the total number of tasks that were abandoned while being 
offered to an agent. 

Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf

The number of tasks that left the agent's phone or terminal that were redirected to 
another dialed number because of no answer.

Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf

The number of ICM routed calls to the agent that abandoned while the call was on hold 
and/or the number of paused tasks that the agent ended during the interval.

Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf

The number of incoming calls that were transferred to this agent from other agents 
within the same peripheral that did not go to IVR for queuing. This value is updated 
when the agent completes the call.

Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf