Cisco Cisco IPCC Web Option Betriebsanweisung

3-224

WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)

Chapter 3 Agent Report Templates

Agent By Team Reports

Date (no label)

The date when the record was generated in MM/DD/YYYY (month, day, year) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime

Completed Tasks: Incoming Handled

The number of ICM Routed tasks this agent has handled.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledtoHalf

Completed Tasks: Incoming AHT

The average time spent by the agent in handling a task, measured in HH:MM:SS
(hours, minutes, seconds).
Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf)

Completed Tasks: Incoming Hold Tasks Held Tasks

The number of incoming calls to this agent that were placed on hold.
Derived from: IncomingCallsOnHoldToHalf

Completed Tasks: Incoming Hold Tasks Avg Hold Time

The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold,
for all incoming calls which included hold time.
Derived from: (Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)

Completed Tasks: Aban Ring

For voice: the total number of calls that were abandoned while the agent’s phone was
ringing. For non-voice: the total number of tasks that were abandoned while being
offered to an agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf

Completed Tasks: Redirect No Answer

The number of tasks that left the agent's phone or terminal that were redirected to
another dialed number because of no answer.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf

Completed Tasks: Aban Hold

The number of ICM routed calls to the agent that abandoned while the call was on hold
and/or the number of paused tasks that the agent ended during the interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf

*Completed Tasks: Transfer In

The number of incoming calls that were transferred to this agent from other agents
within the same peripheral that did not go to IVR for queuing. This value is updated
when the agent completes the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf