Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

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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 which
supports only IP-IVR. This field is updated when an IPCC System PG which supports CVP
is used in IPCC Enterprise.

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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.

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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.

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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 which supports only IP-IVR. This field is updated when an IPCC System PG
which supports CVP is used in IPCC Enterprise.

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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.

You might notice overlapping data in your reports for the amount of time for different types of
calls. This happens because incoming tasks, such as ICM/IPCC routed tasks and calls directly
to an agent, can be Transferred In and Conferenced In. Both incoming calls and outgoing calls
placed by agents can be Transferred Out and Conferenced Out. The total time for the incoming
or outgoing call includes transfer and conference time.

Note: Agents can transfer and conference incoming calls both in and out. However, they can
transfer and conference outgoing calls out only. This means that if an agent transfers an outgoing
task to another agent, it is still considered an outgoing task.

Outbound Option Dialing Campaign Calls

Outbound Option provides automatic outbound dialing capability. The Outbound Option Dialer
places outbound calls to customers and connects these calls with agents.

The Dialer assigns and connects calls differently than regular IPCC Enterprise routing. Report
data for agents handling Outbound Option calls therefore differs from data for agents handling

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)