Cisco Cisco IP Contact Center Release 4.6.2 User Guide

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.

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

Transfer Out

Calls that are transferred from an agent. An agent can transfer both
incoming and outgoing calls.

Transferred out calls

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

Cons Out

Calls in which an agent consulted with another agent or supervisor while
having another call on hold.

Consultative calls

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

Conf In

Incoming calls that are conferenced.

Conference in calls

Note: For blind conferences in IPCC Enterprise with an IPCC System
PG, this field is updated when the call that was blind conferenced to an
IVR is subsequently answered by another agent. 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 7.0(0)