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
*Callback Msg Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent processing
callback messages in the half hour interval.
callback messages in the half hour interval.
Derived from: Skill_Group_Half_Hour.CallbackMessagesTimeToHalf
Tasks Ans
The number of tasks begun in the half hour interval.
Derived from: Skill_Group_Half_Hour.CallsAnsweredToHalf
Ans Wait Time
The total time in HH:MM:SS (hours, minutes, seconds) that callers spent waiting for
tasks to be responded to by the skill group in the half hour interval.
tasks to be responded to by the skill group in the half hour interval.
AnswerWaitTime is calculated as follows: RingTime + NetworkTime + LocalQTime (for
ICM systems) and NetQTime (for IPCC systems).
ICM systems) and NetQTime (for IPCC systems).
Derived from: Skill_Group_Half_Hour.AnswerWaitTimeToHalf
Note
With the existence of a network VRU, in an ICM Enterprise deployment with an IPCC
System PG this value will not include time spent in the network VRU.
System PG this value will not include time spent in the network VRU.
Tasks Hand
The tasks handled by the skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf
Hand Tasks Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
Active state for tasks associated with the skill group in the half hour interval.
Active state for tasks associated with the skill group in the half hour interval.
This value is updated in the database when the after-task work time associated with
the task (if any) has completed.
the task (if any) has completed.
Derived from: Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf
Hand Tasks Time
The total handle time in HH:MM:SS (hours, minutes, seconds) for tasks counted as
handled by the skill group in the half hour interval.
handled by the skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.HandledCallsTimeToHalf
Avg Hand Tasks Time
The average handle time in HH:MM:SS (hours, minutes, seconds) for tasks counted as
handled by the skill group in the half hour interval:
handled by the skill group in the half hour interval:
Derived from: Skill_Group_Half_Hour.AvgHandledCallsTimeToHalf
Hold Time
The total time agents spent in the Hold/Paused state in this skill group, measured in
HH:MM:SS (hours, minutes, seconds) format. Includes Incoming Direct and Outgoing
Internal, although call counts are not shown in this report.
HH:MM:SS (hours, minutes, seconds) format. Includes Incoming Direct and Outgoing
Internal, although call counts are not shown in this report.
Derived from: Skill_Group_Half_Hour.HoldTimeToHalf