Cisco Cisco IP Contact Center Release 4.6.1 User Guide

IPCC Agent Report Templates

agteam27: Agent Team Historical All Fields Report

  Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)

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. 

Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf

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 number of calls for which agents received supervisor assistance during the 
half-hour interval. The value is updated in the database when the supervisor assist call 
completes.

Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf

(IPCC only) The number of calls to this agent barged in on either by the supervisor or 
by another agent. 

Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf

(IPCC only) The number of calls intercepted by the supervisor.

Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf

The number of calls monitored by the supervisor. 

Derived from: Agent_Skill_Group_Half_Hour.MonitorCallsToHalf

The number of calls coached by the supervisor (not supported in ICM 5.0). 

Derived from: Agent_Skill_Group_Half_Hour.WhisperCallsToHalf

(IPCC only) The number of emergency assist requests made either by the agent or by 
the supervisor. 

Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf