Cisco Cisco IPCC Web Option User Guide

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Agent Reports

agteam27: Agent Team Historical All Fields Report

The total number of calls that were abandoned while offered to the agent 

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

the database at the time the call disconnects or the task ends.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf

The number of calls transferred to the agent in the skill group 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.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf

The number of calls transferred out by the agent during the half-hour interval. 

The value is updated at the time the agent completes the transfer of the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf

The number of consultative calls completed by the agent with at least one ACD 

call on hold. The count 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.ConsultativeCallsToHalf

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

The number of conference calls the agent initiated. The conferenced out calls 

include ACD and non-ACD calls. The count of ConferencedOutCalls 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.ConferencedOutCallsToHalf