Cisco Cisco IP Contact Center Release 4.6.1 User Guide
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates
agteam27: Agent Team Historical All Fields Report
Task Treatment
Aban Ring
Aban Ring
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
*Task Treatment
Transfer In
Transfer In
The number of calls transferred to the agent in the skill group during the half-hour
interval. This value is updated when the agent completes the call.
interval. This value is updated when the agent completes the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf
*Task Treatment
Transfer Out
Transfer 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.
value is updated at the time the agent completes the transfer of the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf
*Task Treatment
Consult Tasks
Consult Tasks
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
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
*Task Treatment
Conference In
Conference In
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.
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
*Task Treatment
Conference Out
Conference 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.
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
*Task Treatment
Out Extn
Out Extn
The total number of completed outbound ACD calls made by agents 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) has completed.
during the half-hour interval. 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.AgentOutCallsToHalf