Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Task Times

For each type of task that an agent can place, the amount of time that the agent spent working
on that task is recorded in the Agent_Skill_Group_Half_Hour database table, as follows:

•

ICM routed tasks - The time for these tasks begins when the agent answers the task and ends
when the agent completes wrap up. The time is stored in the HandledCallsTimeToHalf field.

•

Incoming direct tasks - The time for these tasks begins when the agent answers the task and
ends when the task disconnects. The time is stored in the InternalCallsRcvdTimeToHalf field.

•

External outgoing tasks - The time for these tasks begins when the agent initiates the task
and ends when the task disconnects. The time is stored in the AgentOutCallsTimeToHalf
field.

•

Outgoing internal tasks- The time for these tasks begins when the agent initiates the task and
ends when the task disconnects. The time is stored in the InternalCallsTimeToHalf field.

•

Transferred in tasks - The time for these tasks begins when the agent answers the transferred
task and ends when the task disconnects. The time is stored in the
TransferredInCallsTimeToHalf field.

Note: For blind transfers in IPCC Enterprise with an IPCC System PG, the
TransferredInCallsTimeToHalf field is updated when the call that was blind transferred to
an IVR is subsequently transferred to another agent and the agent answers the call. For this
call scenario this field is not updated in IPCC Enterprise without an IPCC System PG

•

Transferred out tasks - The time for these tasks begins when the agent activates the transfer
button and ends when the transfer is complete. The time is stored in the
InternalCallsTimeToHalf field.

•

Consultative tasks - The time for these tasks begins when the agent activates the transfer
button and ends when the target agent answers and the held task is restored (drop consultative
call) or consult party drops. The time is stored in the ConsultativeCallsTimeToHalf field.

•

Conferenced in tasks - The time for these tasks begins when the agent answers the task and
ends when the task disconnects. The time is stored in the ConferenceInCallsTimeToHalf
field.

Note: For blind conferences in IPCC Enterprise with an IPCC System PG, this field is updated
when the call that was blind conferenced to an IVR is subsequently answered by another
agent. For this call scenario this field is not updated in IPCC Enterprise without an IPCC
System PG.

•

Conferenced out tasks - The time for these tasks begins when the agent activates the conference
button and ends when the agent disconnects from the conference call and the supervisor drops
out of the call. The time is stored in the ConferenceOutCallsTimeToHalf field.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)