Cisco Cisco IP Contact Center Release 4.6.1 Betriebsanweisung
IPCC Agent Report Templates
agtper27: Agent Peripheral Historical All Fields Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
*Callback
Msgs
Msgs
The number of callback messages processed by the agent during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf
*Callback
Time
Time
The number of seconds the agent spent processing callback messages during the
half-hour interval.
half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf
*OutBound Tasks
Cons Out Time
Cons Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent handling
consultative calls with at least one 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.
consultative calls with at least one 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
*Incoming Tasks
Conf In Time
Conf In Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent was involved in
an incoming conference calls. This value includes time spent on both ACD and non-ACD
conference calls initiated by the agent. The value is updated in the database when the
agent drops off the call or the call becomes a simple two-party call.
an incoming conference calls. This value includes time spent on both ACD and non-ACD
conference calls initiated by the agent. 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.ConferencedInCallsTimeToHalf
*OutBound Tasks
Conf Out Time
Conf Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that 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. The value is updated in the
database when the agent drops off the call or the call becomes a simple two-party call.
conference calls that they initiated. The conferenced out calls include ACD and
non-ACD calls. The value includes any HoldTime for the call. 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
Incoming Tasks
Handle Talk Time
Handle Talk Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
Active state for tasks associated with 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.
Active state for tasks associated with 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.HandledCallsTalkTimeToHalf
*Internal Tasks
Int Rcvd
Int Rcvd
The number of internal calls received by the agent during the half-hour interval. The
value is updated in the database when the after-call work time associated with the call
(if any) is completed.
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.InternalCallsRcvdToHalf