Cisco Cisco E-Mail Manager Unity Integration Option User Guide
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates
agtskg22: Agent Skill Group Task Summary Daily Report
Log On Duration
The total time period the agent was logged in measured in HH:MM:SS (hours, minutes,
seconds) format.
seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Handled Tasks
The number of ICM routed tasks that the agent has handled.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Handled Time
The time the agent spent on ICM routed tasks, measured in HH:MM:SS (hours,
minutes, seconds) format.
minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf
*Direct In Tasks
The number of times that this agent received a direct internal or external incoming
task. This includes direct tasks that were received from another agent via the transfer
or conference key that dialed the agent’s extension directly without going through ICM
scripting.
task. This includes direct tasks that were received from another agent via the transfer
or conference key that dialed the agent’s extension directly without going through ICM
scripting.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRcvdToHalf
*Direct In Time
The time the agent spent on direct incoming tasks, measured in HH:MM:SS (hours,
minutes, seconds).
minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRvcdTimeToHalf
*External Out Tasks
The number of external outgoing tasks that the agent made from the ACD extension.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
*External Out Time
The time the agent spent on outgoing external tasks, measured in HH:MM:SS (hours,
minutes, seconds). Includes hold time.
minutes, seconds). Includes hold time.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf
*Internal Out Tasks
The number of internal outgoing tasks that the agent made from the ACD extension.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf
*Internal Out Time
The number of seconds spent on internal tasks initiated by the agent during the
half-hour interval. The value is updated in the database when the after-call work time
associated with the task (if any) is completed.
half-hour interval. The value is updated in the database when the after-call work time
associated with the task (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf