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

For Agent 1's skill group, this call affects the following fields:

perskg31: IPCC
Peripheral Skill Group

•

Completed Tasks: Handled. This field is incremented.

Task Summary Half
Hour Report

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Completed Tasks: % Handled. This call is used in the calculation.

•

Completed Tasks: Total. This field is incremented.

•

Transfer Out. This field is incremented.

For Agent 2's skill group 2, this call affects the following fields:

•

Completed Tasks: Handled. This field is incremented.

•

Completed Tasks: % Handled. This call is used in the calculation.

•

Completed Tasks: Total. This field is incremented.

•

Transfer In. This field is incremented.

For Agent 1's skill group 1, this call affects the following fields

perskg35: IPCC
Peripheral Skill Group

•

Completed Tasks: Handled. This field is incremented.

Consolidated Half Hour
Report

•

Completed Tasks: Total. This field is incremented.

•

Completed Tasks: AHT. The handle time for this call is used in the calculation.

•

Transfer Out. This field is incremented.

•

Completed Tasks: Avg Active Time. The agent's active time for this call is used in the
calculation.

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Agent State Times: Active Time. The active time for this call is included in this value.

•

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

•

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

•

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

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