Cisco Cisco IP Contact Center Release 4.6.1 用户指南
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 5 Skill Group Report Templates
IPCC Peripheral Skill Group Reports
Data:
Peripheral Skill Group
The name of the peripheral skill group.
Derived from: Skill_Group.EnterpriseName
DateTime (no label)
The date and time at the start of the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Predictive/Progressive Handle Time
The percentage of time in HH:MM:SS (hours, minutes, seconds) that agents in the
peripheral skill group spent handling completed AutoOut (predictive) tasks in the half
hour interval. Handle time includes:
peripheral skill group spent handling completed AutoOut (predictive) tasks in the half
hour interval. Handle time includes:
–
WorkTime
–
TalkTime
–
HoldTime
The AgentAutoOutCallsTime measurement begins at the time the task initiates, and
ends at the time the agent completes any after-task work for the task. The database
updates this value when any after-task work time associated with a task ends.
ends at the time the agent completes any after-task work for the task. The database
updates this value when any after-task work time associated with a task ends.
Derived from: Skill_Group_Half_Hour.AutoOutCallsTimeToHalf
Predictive/Progressive Active Time
The percentage of time that agents in the peripheral skill group spent talking on
completed AutoOut (predictive) tasks in the half hour interval. This measurement
begins at the time the task is initiated, and ends at the time the agent begins any
after-task work for the task. The database updates the AgentOutCallsTalkTime value
when any after-task work time associated with the task begins.
completed AutoOut (predictive) tasks in the half hour interval. This measurement
begins at the time the task is initiated, and ends at the time the agent begins any
after-task work for the task. The database updates the AgentOutCallsTalkTime value
when any after-task work time associated with the task begins.
Derived from: Skill_Group_Half_Hour.AutoOutCallsTalkTimeToHalf
Predictive/Progressive Tasks
The total number of completed AutoOut (predictive) tasks made by the agent in the
skill group in the half hour interval. The value is updated in the database when the
after-task work time associated with the task (if any) has completed.
skill group in the half hour interval. The value is updated in the database when the
after-task work time associated with the task (if any) has completed.
Derived from: Skill_Group_Half_Hour.AutoOutCallsToHalf
Preview Handle Time
The percentage of time that agents in the peripheral skill group spent talking on
completed outbound preview tasks in the half hour interval. Handle time includes three
values taken from the Termination_Call_Detail records:
completed outbound preview tasks in the half hour interval. Handle time includes three
values taken from the Termination_Call_Detail records:
–
WorkTime
–
TalkTime