Cisco Cisco E-Mail Manager Unity Integration Option User Guide
![Cisco](https://files.manualsbrain.com/attachments/7380d0050044647c30f5c24bbbf5d0c0b6d9bb84/common/fit/150/50/faa183d287233c52228cfea3dbc2a127fe780f60564fcb0955d9c3d1cd23/brand_logo.png)
IPCC Agent Report Templates
agent21: Agent Task Summary Half Hour Report
2-
25
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Redirect No Answer
The number of tasks offered at the agents terminal or phone that were redirected to
another location because of the agent's failure to respond.
another location because of the agent's failure to respond.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
Aban While Offer
For voice: the total number of calls that were abandoned while the agent’s phone was
ringing. For non-voice: the total number of tasks that were abandoned while being
offered to an agent.
ringing. For non-voice: the total number of tasks that were abandoned while being
offered to an agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf
Hold
The number of tasks completed by the agent in the given interval that were put on hold
or paused. The InternalCallsOnHoldToHalf field in the following calculation applies to
voice only.
or paused. The InternalCallsOnHoldToHalf field in the following calculation applies to
voice only.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf
Aban Hold
The number of ICM routed calls to the agent that abandoned while the call was on hold
and/or the number of paused tasks that the agent ended during the interval.
and/or the number of paused tasks that the agent ended during the interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf
*External Out
The total number of completed outbound tasks made by agents in the skill group. The
value is updated in the database when any after-task work time associated with the
task is completed.
value is updated in the database when any after-task work time associated with the
task is completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
*Internal Out
The number of internal outgoing tasks that the agent made from the ACD extension.
The value is updated in the database when the after-task work time associated with the
task (if any) is completed.
The value is updated in the database when the after-task work time associated with the
task (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf
*Transfer Out
The number of tasks this agent transferred out to another agent or skill group. This
includes Consultative Tasks if this transfer was consultative - not blind. The value is
updated at the time the agent completes the transfer of the call.
includes Consultative Tasks if this transfer was consultative - not blind. The value is
updated at the time the agent completes the transfer of the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf
*Conf Out
The number of tasks that the skill group agent conferenced out to another agent or skill
group. This includes consultative Calls. The value is updated in the database when the
agent drops off the task or the task becomes a simple two-party task.
group. This includes consultative Calls. The value is updated in the database when the
agent drops off the task or the task becomes a simple two-party task.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf