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 Time
Log On Time
Log On Time
The total time the agent in the skill group was logged on during the half-hour interval.
This value is calculated as follows:HoldTimeToHalf + TalkInTimeToHalf +
TalkOutTimeToHalf + TalkOtherTimeToHalf + AvailTimeToHalf + NotReadyTimeToHalf +
WorkReadyTimeToHalf + WorkNotReadyTimeToHalf + BusyOtherTimeToHalf +
ReservedStateTimeToHalf
This value is calculated as follows:HoldTimeToHalf + TalkInTimeToHalf +
TalkOutTimeToHalf + TalkOtherTimeToHalf + AvailTimeToHalf + NotReadyTimeToHalf +
WorkReadyTimeToHalf + WorkNotReadyTimeToHalf + BusyOtherTimeToHalf +
ReservedStateTimeToHalf
Derived from: Agent_Half_Hour.LoggedOnTimeToHalf
Task Time
Talk Time
Talk Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent in the active state (on incoming tasks) during the half-hour interval.
spent in the active state (on incoming tasks) during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.TalkInTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf
Task Time
Handled
Handled
The total handle time in HH:MM:SS (hours, minutes, seconds) for completed outbound
tasks handled by the agent in the skill group during the half-hour interval.
tasks handled by the agent in the skill group during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf
Task Time
Hold
Hold
The total time in HH:MM:SS (hours, minutes, seconds) that completed incoming tasks
were placed on hold or paused during the half-hour interval. The value is updated in
the database when the after-task work time associated with the task (if any) is
completed.
were placed on hold or paused during the half-hour interval. 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.HoldTimeToHalf
Task Time
Aban Ring
Aban Ring
The total ring time associated with ACD calls that were abandoned while offered to the
agent and/or the time paused tasks were ended by the agent.
RingTime includes the seconds that the call spent ringing at an agents phone before
being answered. RingTime is updated in the database at the time the call disconnects.
agent and/or the time paused tasks were ended by the agent.
RingTime includes the seconds that the call spent ringing at an agents phone before
being answered. RingTime is updated in the database at the time the call disconnects.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf
Task Time
Not Active Time
Not Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
Available or Not Active state during the half-hour interval.
Available or Not Active state during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AvailTimeToHalf