Cisco Cisco IPCC Web Option User Guide

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Agent Reports

agtskg27: Agent Skill Group Historical All Fields Report

Incoming Tasks
Conf In

The number of incoming calls the agent was conferenced into. Incoming calls

include ACD and non-ACD calls. 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.ConferencedInCallsToHalf

*Incoming Tasks
Short Tasks

The number of calls answered by the agent where the duration of the call fell

short of the peripherals Answered Short Calls threshold.
These calls are counted in the CallsOffered and CallsHandled statistics. The

purpose of the ShortCallsToHalf statistic is to track calls that agents hang up

on before they can possibly be handled in order to improve their performance

statistics.
Derived from: Agent_Skill_Group_Half_Hour.ShortCallsToHalf

Incoming Tasks
Hold Tasks

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

paused 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.IncomingCallsOnHoldToHalf

Incoming Tasks
Hold Time

The total number of seconds that completed inbound tasks were placed on

hold or paused during the half-hour interval.
The value is based on HoldTime from the Termination_Call_Detail records. 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.IncomingCallsOnHoldTimeToHalf

Incoming Tasks
Aba Ring Time

The number of seconds that calls rang at an agent's extension before

abandoning and/or the number of seconds that tasks were in the Reserved

state before being abandoned.
RingTime includes the seconds that the call spent ringing at an agents phone

before being answered. RingTime for this data element is based on data from

the Termination_Call_Detail record. The value is updated in the database at

the time the call disconnects.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf