Cisco Cisco Unified Contact Center Enterprise 9.0(2) 用户指南
Fields Affected by Call Flow
Skill Group Report
This call affects the following fields
perskg35: IPCC Peripheral Skill
Group Consolidated Half Hour
Report
Group Consolidated Half Hour
Report
•
Queued. This field is incremented.
•
Completed Tasks: Handled. This field is incremented.
•
Completed Tasks: Total. This field is incremented.
•
Completed Tasks: AHT. The handle time for this call is used in the calculation.
•
Completed Tasks: Avg Active Time. The agent's active time for this call is used in
the calculation.
the calculation.
•
Agent State Times: Active Time. The active time is displayed (15 minutes 46
seconds).
seconds).
•
Agent State Times: % Active Time. The agent's active time for this call is used in
the calculation.
the calculation.
•
Agent State Times: % Reserved Time. The agent's reserved time for this call is used
in the calculation.
in the calculation.
•
Agent State Times: % Wrap Up Time. The agent's wrap up time for this call is used
in the calculation.
in the calculation.
•
ASA. This call is used in the Average Speed of Answer calculation.
Table 46: Sample Call Type Reports
Fields Affected by Call Flow
Call Type Report
This call affects the following fields
caltyp05: Analysis of Calls
Half Hour Report
Half Hour Report
•
Tasks Routed. This field is incremented.
•
Assigned from Queue. This field is incremented.
•
Avg Wait Time in Queue. This call is used in the calculation.
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)
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Chapter 7: Sample Calls and Report Data
IPCC Enterprise Voice Call Reporting Data