Cisco Cisco IPCC Web Option 用户指南
Agent By Skill Group Reports
2 IPCC Agent Report Templates
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147
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Tasks Handled: % Time
The percentage of all tasks handled by the agent for the period that were incoming
tasks.
tasks.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
% Wrap Up
The percentage of Log On duration that the agent spent in wrap-up in this skill group
during the interval. An agent doing wrap-up work is either in the Work Ready or Work
Not Ready state. This value is measured against the total time the agent was logged on
during the interval.
during the interval. An agent doing wrap-up work is either in the Work Ready or Work
Not Ready state. This value is measured against the total time the agent was logged on
during the interval.
Derived from: (Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf (for the media routing domain and
the time sequence of the report)
Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf (for the media routing domain and
the time sequence of the report)
*External Out Tasks: Total Tasks
The total number of completed outbound tasks made by the agent during the interval.
The value is incremented when the after-task work associated with the task is
completed.
The value is incremented when the after-task work associated with the task is
completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
*External Out Tasks: Avg Time
The average length of time in hours, minutes, and seconds (HH:MM:SS format) for
outgoing tasks made by the agent for the interval.
outgoing tasks made by the agent for the interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
*External Out Tasks: % Time
The percentage of all tasks handled by the agent for the period that were outgoing
tasks.
tasks.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
*Internal Out Tasks: Total Tasks
The total number of internal tasks initiated by the agent during the interval. The value
is incremented when the after-task work associated with the task is completed.
is incremented when the after-task work associated with the task is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf
*Internal Out Tasks: Avg Time
The average length of time in hours, minutes, and seconds (HH:MM:SS format) for
completed internal tasks made by the agent for the interval.
completed internal tasks made by the agent for the interval.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.InternalCallsToHalf
Agent_Skill_Group_Half_Hour.InternalCallsToHalf