Cisco Systems ICM Software Version 4.5 Instrukcja Użytkownika Pobierz pdf (Strona 269)

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Real-Time and Historical Templates 269

8. Template Reference

Primary Position Manned (PPM). The number of agents for the

service who were logged on to their primary assignment gate during

the interval (also referred to as the agent’s primary position).

Occupancy (OCC). Total time, in seconds, that agents for the service

were logged on during the half-hour interval.

Percentage (%) of available agents (AVI). The percentage of agents

for the service who were in the Available state at the end of the

half-hour interval.

Percentage (%) agents talking (TLK). The percentage of agents for

the service who were in the Talking In state at the end of the

half-hour interval.

After-Call Work (CW). The number of agents who were involved in

after-call work during the interval. After-call work includes post-call

activities such as completing paperwork or consulting with

associates. Agents performing after-call work are either in the Work

Ready or Work Not Ready state.

Other Time (OTH). The sum of the time that agents spent in the Not

Ready and Busy Other states for the interval.

Example

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