Cisco Cisco IPCC Web Option 用户指南
2-
40
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates
agent25: Agent Consolidated Half Hour Report
*Completed Tasks: Transfer Out
The number of calls this agent transferred to another agent or skill group. This includes
Consultative Calls if this transfer was consultative-not blind. The value is updated at
the time the agent completes the transfer of the call.
Consultative Calls if this transfer was consultative-not blind. The value is updated at
the time the agent completes the transfer of the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf
*Completed Tasks: External Out
The number of Outgoing external calls that this agent made during this interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
Completed Tasks: AHT
The average time spent by the agent in handling a task, measured in HH:MM:SS
(hours, minutes, seconds).
(hours, minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: Avg Hold Time
The average hold or paused time of a task handled by the agent, measured in
HH:MM:SS (hours, minutes, seconds).
HH:MM:SS (hours, minutes, seconds).
Derived from: (Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf +
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf) /
(Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf)
Agent State Times: Log On Duration
The total time during the interval the agent was logged in, measured in HH:MM:SS
(hours, minutes, seconds) format.
(hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Active Time
The percentage of time that the agent has spent talking on calls in this skill group in
relation to LoggedOnTime.
relation to LoggedOnTime.
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: % Hold Time
The percentage of time that the agent has put a call on hold or paused a task in
relation to LoggedOnTime or interval, whichever is less.
relation to LoggedOnTime or interval, whichever is less.
Derived from: (Agent_Skill_Group_Half_Hour.HoldTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf)