Cisco Cisco Unified Contact Center Enterprise 10.0(1) User Guide
IPCC Agent Report Templates
agent22: Agent Task Summary Daily Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
*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
Consult
The number of times an agent consulted with another agent or supervisor by the
conference or transfer key. This includes consulted assisted tasks.
conference or transfer key. This includes consulted assisted tasks.
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf
*Supv Assist
The number of tasks for which agents received supervisor assistance during the given
interval. The value is updated in the database when the supervisor-assisted task
completes.
interval. The value is updated in the database when the supervisor-assisted task
completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Emerg Assist
(IPCC only) The number of emergency assist requests by the agent.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
*Barge In
(IPCC only) The number of tasks barged in on by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
*Intercept
(IPCC only) The number of tasks intercepted by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf