Cisco Cisco IP Contact Center Release 4.6.1 Betriebsanweisung

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Agent Reports

agteam27: Agent Team Historical All Fields Report

This value includes the time spent from the call being initiated to the time the 

agent begins after-call work for the call. It is based on TalkTime from 

Termination_Call_Detail. It therefore includes the HoldTime associated with 

the call. PreviewCallsTalkTime is updated in the database when the after-call 

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

The total talk time, in seconds, for completed agent reservation 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 to the time the 

agent begins after-call work for the call. It is based on TalkTime from 

Termination_Call_Detail. It therefore includes the HoldTime associated with 

the call. ReserveCallsTalkTime is updated in the database when the after-call 

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

The total number of calls that were abandoned while being held by the agent 

and/or the number of paused tasks the agent ended. This value is updated in 

the database at the time the held call disconnects or the paused task ends.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf

The total number of completed tasks that agents in the skill group have placed 

on hold at least once. 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.AgentOutCallsOnHoldToHalf

The total number of completed inbound tasks the agent placed on hold or 

paused at least once. The value is updated in the database when the after-call 

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

The total number of internal calls the agent placed on hold at least once. The 

value is updated in the database when the after-call work time associated with 

the call (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf