Cisco Cisco Unified Contact Center Enterprise 9.0(2) 用户指南

For this call flow, events occur within the 09:00:00 to 09:29:59 reporting interval and the
09:30:00 to 09:59:59 reporting interval. Reports run from 09:00:00 to 09:59:59 display all of
the data for this call.

For both Agent 1 and Agent 2, this call affects the following fields:

agent04: Agent Task
Detail Report

•

Tasks Handled: Total Tasks. This field is incremented.

•

Tasks Handled: Avg Time. The handle time for call is used in the calculation.

•

% Wrap Up. The agent's wrap up time for this call is used in the calculation.

For Agent 1, this call affects the following fields

agent25: Agent
Consolidated Half Hour
Report

•

Completed Tasks: Handled. This field is incremented.

•

Transfer Out. This field is incremented.

•

Agent State Times: % Reserved Time. This agent's reserved time for this call is used in
the calculation.

•

Agent State Times: % Active Time. The agent's active time for call is used in the
calculation.

•

Agent State Times: % Wrap Up. The agent's wrap up time for call is used in the calculation.

For Agent 2, this call affects the following fields

•

Completed Tasks: Handled. This field is incremented.

•

Transfer In. This field is incremented.

•

Agent State Times: % Reserved Time. This agent's reserved time for this call is used in
the calculation.

•

Agent State Times: % Active Time. The agent's active time for call is used in the
calculation.

•

Agent State Times: % Wrap Up. The agent's wrap up time for call is used in the calculation.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)