Cisco Cisco IP Contact Center Release 4.6.2 User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Agent By Team Reports
2 IPCC Agent Report Templates
Incoming Hold Tasks Avg Hold Time
The average hold time in HH:MM:SS (hours, minutes, seconds) for incoming tasks that
were put on hold by the agent in the half hour interval.
were put on hold by the agent in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Outgoing Hold Tasks Held Tasks
The number of outgoing tasks that were put on hold in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf
Outgoing Hold Tasks Hold Time
The total hold time in HH:MM:SS (hours, minutes, seconds) for outgoing tasks that
were put on hold by the agent in the half hour interval.
were put on hold by the agent in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf
Outgoing Hold Tasks Avg Hold Time
The average hold time in HH:MM:SS (hours, minutes, seconds) for outgoing tasks that
were put on hold by the agent in the half hour interval.
were put on hold by the agent in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf
Media Summary
The total for each field for each agent logged into the media routing domain in the half
hour interval.
hour interval.
Team Summary
The total agent data in the agent team.
Report Summary
The total for all fields for all agents in the report.
agteam34: Agent Team Incoming/Outgoing Task Durations With Agent
Detail Daily
Overview:
Subject
Table of task durations for incoming and outgoing tasks
handled by agents in a team by day.
NOTE: In the following descriptions, agent-dialed
outbound calls or tasks are different from Outbound Option
calls that are program-dialed outbound calls.
Purpose
This report provides information on inbound and outbound
task counts, average durations, and total duration for
agents in selected teams.