Cisco Cisco IP Contact Center Release 4.6.2 User Guide
6-52
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Agent Reports
agent27: Agent Historical All Fields Report
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsTimeToHalf
*Incoming Tasks
Trans In Time
The number of seconds that agents in the skill group spent handling calls
transferred to them 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.TransferredInCallsTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsTimeToHalf
Incoming Tasks
Conf In Time
The number of seconds the agent was involved in an incoming conference
calls. This value includes time spent on both ACD and non-ACD conference
calls initiated by the agent. This database element uses ConferenceTime from
the Termination_Call_Detail table. 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.ConferencedInCallsTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf
*Agent Term Tasks
The total number of ACD calls that were terminated by agents before the far
end released. The value is updated in the database at the time the call
disconnects. The value includes AgentOutCalls and CallsHandled for the agents
in the skill group.
Derived from: Agent_Skill_Group_Half_Hour.AgentTerminatedCallsToHalf
Derived from: Agent_Skill_Group_Half_Hour.AgentTerminatedCallsToHalf
*OutBound Tasks
Trans Out
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
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf
OutBound Tasks
Conf Out
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
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf