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Cisco Cisco IPCC Web Option Betriebsanweisung

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Agent By Team Reports
2      IPCC Agent Report Templates
 
2-
223
 WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
*External Out Tasks
Avg Time
The average length in HH:MM:SS (hours, minutes, seconds) for outgoing tasks made 
by the agent for the selected interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf / 
Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
*Internal Out Tasks
Total Tasks
The total number of internal tasks initiated by the agent during the selected interval. 
The value is updated when the after-task work associated with the task is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf
*Internal Out Tasks
Avg Time
The average length of time for completed internal tasks made by the agent for the 
selected interval.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf / 
Agent_Skill_Group_Half_Hour.InternalCallsToHalf
*CB Messages
Total Tasks
The total number of callback messages that were processed by the agent during the 
selected interval. Callback (CB) Messages are relevant only for the Aspect ACD.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf
*CB Messages
Avg Time
The average length in HH:MM:SS (hours, minutes, seconds) for callback messages that 
were processed by the agent during the selected interval. Callback (CB) Messages are 
relevant only for the Aspect ACD.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf / 
Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf
Agent Team Summary
The total data for all agents in the team.
Agent Summary
The total agent data for the agent during the specified interval.
Media Summary
The total agent data in the media routing domain into which the agent was logged for 
the given interval.