Cisco Cisco IP Contact Center Release 4.6.1 Betriebsanweisung

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Agent Reports

agent27: Agent Historical All Fields Report

The number seconds the agent spent in conference calls that they initiated. 

The conferenced out calls include ACD and non-ACD calls. The value includes 

any HoldTime for the call. This database element uses ConferenceTime from 

the Termination_Call_Detail records. The value is updated in the database 

when the agent drops off the call or the call becomes a simple two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsTimeToHalf

The number of consultative calls completed by agents with at least one ACD 

call on hold. The count is updated in the database when the after-call work 

time associated with the consultative call (if any) has completed
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf

The number of seconds agents spent handling consultative calls with at least 

on ACD call on hold. The value is updated in the database when the after-call 

work time associated with the consultative call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsTimeToHalf

The total number of completed outbound tasks made by agents in the skill 

group during the half-hour interval. The value is updated in the database 

when the after-task work time associated with the task (if any) has 

completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf

The total handle time, in seconds, for completed outbound tasks handled by 

the agent in the skill group during the half-hour interval. Handle time includes 

WorkTime, TalkTime, and HoldTime, all of which are taken from the 

Termination_Call_Detail records. The AgentOutCallsTime value includes the 

time spent from the call being initiated by the agent to the time the agent 

completes after-task work time for the task. The value is updated in the 

database when the after-task-work time associated with the task (if any) has 

completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf

The total talk time, in seconds, for completed outbound ACD calls handled by 

the agent in the skill group during the half-hour interval. This value includes 

the time spent from the call being initiated by the agent to the time the agent