Cisco Cisco IPCC Web Option 用户指南

WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

Agent By Skill Group Reports

2      IPCC Agent Report Templates

The last and first name of the agent.

Derived from: Person.LastName + "," + Person.FirstName 

The media routing domain into which the agent is logged. This is the media routing 
domain with which the agent's Skill Group is associated.

Derived from: Media_Routing_Domain.EnterpriseName

The name of the skill group in which the agent is active. 

Derived from: Skill_Group.EnterpriseName and 
Agent_Skill_Group_Half_Hour.SkillTargetId

The total time in HH:MM:SS (hours, minutes, seconds) format that agent was logged 
on during the interval.

Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf

The length of time in HH:MM:SS (hours, minutes, seconds) that the agent was 
available in the media routing domain to accept more tasks.

Derived from: Agent_Half_Hour.AvailableInMRDTimeToHalf

The total number of inbound tasks handled by the agent during the interval. This value 
is incremented when the after-task work associated with the task is completed.

Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf

The average length of time in hours, minutes, and seconds (HH:MM:SS format) for 
incoming tasks handled by the agent during the interval.

Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf / 
Agent_Skill_Group_Half_Hour.CallsHandledToHalf

Drilldowns available

No

Schema database 

tables

Agent

Agent_Half_Hour

Agent_Skill_Group_Half_Hour

Media_Routing_Domain

Person

Skill_Group