Cisco Cisco E-Mail Manager Unity Integration Option User Guide
IPCC Agent Report Templates
agtskg22: Agent Skill Group Task Summary Daily Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
*Transfer Out
The number tasks this agent transferred out to another agent or skill group. This
includes Consultative Calls if this transfer was consultative-not blind. This value is
updated when the agent completes the transfer of the call.
includes Consultative Calls if this transfer was consultative-not blind. This value is
updated when the agent completes the transfer of the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf
*Conf Out
The number tasks that this agent conferenced out to another agent or skill group. This
includes consultative Calls.
includes consultative Calls.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf
*Consult
The number of times an agent consulted with another agent or supervisor through the
conference or transfer key. This includes supervisor or emergency assisted tasks.
conference or transfer key. This includes supervisor or emergency assisted tasks.
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf
On Hold Tasks
The number of tasks completed by the agent in the given interval that were put on hold
or paused. The InternalCallsOnHoldToHalf field in the following calculation applies to
voice only.
or paused. The InternalCallsOnHoldToHalf field in the following calculation applies to
voice only.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf
On Hold Time
The time in HH:MM:SS (hours, minutes, seconds) where all tasks to the agent are on
hold or paused during the half-hour interval. HoldTime is counted only while the agent
is doing no other task-related activity. HoldTime is included in the calculation of
LoggedOnTime. The InternalCallsOnHoldTimeToHalf field in the following calculation
applies to voice only.
hold or paused during the half-hour interval. HoldTime is counted only while the agent
is doing no other task-related activity. HoldTime is included in the calculation of
LoggedOnTime. The InternalCallsOnHoldTimeToHalf field in the following calculation
applies to voice only.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf +
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf
*Transfer In
The number of incoming tasks that were transferred to this agent from other agents
within the same peripheral that did not go to IVR for queuing. This value is updated
when the agent completes the call.
within the same peripheral that did not go to IVR for queuing. This value is updated
when the agent completes the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf
*Conf In
The number of incoming tasks that were conferenced to this agent from other agents
on the same peripheral that did not go to the IVR for queuing.
on the same peripheral that did not go to the IVR for queuing.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
Skill Group Summary
The total of all agent data for all agents in the skill group.
Media Summary
The total of all agent data for each media routing domain.