Cisco Cisco E-Mail Manager Unity Integration Option User Guide

Data for these calls are stored in the AgentOutCalls fields of the
Agent_Skill_Group_Half_Hour historical database table.

Internal Out Tasks

Calls initiated by agents from their extension to another extension within
the Cisco CallManager cluster or to another Cisco CallManager cluster

Outgoing internal calls

within the VoIP network. Outgoing Internal Tasks are always voice
tasks.

Consult, conference out and transfer out calls are counted as outgoing
internal calls if they are placed to another device that is on the same
CallManager cluster. The device could be any of the following: another
agent line, any other extensions to the VRU and any IP phone or CTI
route point.

Agent-to-Agent calls are outgoing internal for the agent initiating the
call if the destination agent is on the same Cisco CallManager cluster
as the source agent.

Data for these calls are stored in the InternalCalls fields of the
Agent_Skill_Group_Half_Hour historical database table.

Tasks Handled

All calls that are routed to the agent by an ICM/IPCC routing script.

ICM-routed/incoming
calls

Note that Tasks
Handled includes all

Outbound Option calls are considered ICM-routed/incoming calls.

Data for these calls are stored in the CallsHandled fields of the
Agent_Skill_Group_Half_Hour historical database table.

ICM/IPCC routed calls,
including calls that are
transferred and
conferenced, and
consultative calls. Tasks
Handled provides a
high level view of all
ICM/IPCC routed tasks.
Other report columns
such as Transfer In and
Conf Out provide more
details about how the
task was handled.

Transfer In

Calls that are transferred to an agent. Both incoming and outgoing calls
can be transferred to an agent.

Transferred in calls

Note: For blind transfers in IPCC Enterprise with an IPCC System PG,
this field is updated when the call that was blind transferred to an IVR
is subsequently transferred to another agent and the agent answers the
call. For this call scenario this field is not updated in IPCC Enterprise
without an IPCC System PG.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)