Cisco Cisco IP Contact Center Release 4.6.2 User Guide

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Agent Reports

agent27: Agent Historical All Fields Report

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 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

The total number of completed inbound tasks 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

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-call work time associated with the call (if any) has 

completed. 
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf

The time that tasks were offered at an agent's phone or terminal before 

abandoning. RingTime includes the seconds that the task spent ringing at an 

agent's 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 task disconnects. 
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf

The number of seconds that tasks were offered at the agents terminal or 

phone before being redirected to another location because of the agent's 

failure to respond. 
The value is updated in the database at the time the task is diverted to 

another location.