Cisco Cisco IP Contact Center Release 4.6.2 User Guide
Agent By Team Reports
2 IPCC Agent Report Templates
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Average Duration of Completed Tasks Outgoing Active Time
The average time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent actively working on outgoing external tasks in the half hour interval. For voice,
this is the time spent by agents while talking on an outbound external call.
spent actively working on outgoing external tasks in the half hour interval. For voice,
this is the time spent by agents while talking on an outbound external call.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTalkTimeToHalf/
Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
Average Duration of Completed Tasks Outgoing Wrap up Time
The average time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent while doing wrap up work on outbound external tasks handled in the half hour
interval. Wrap-up work is task-related work performed by an agent after the task is
over.
spent while doing wrap up work on outbound external tasks handled in the half hour
interval. Wrap-up work is task-related work performed by an agent after the task is
over.
Derived from: (Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf –
Agent_Skill_Group_Half_Hour.AgentOutCallsTalkTimeToHalf
-Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf)/
Agent_Skill_Group_Half_Hour. AgentOutCallsToHalf
Agent_Skill_Group_Half_Hour.AgentOutCallsTalkTimeToHalf
-Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf)/
Agent_Skill_Group_Half_Hour. AgentOutCallsToHalf
Incoming Hold Tasks Held Tasks
The number of incoming tasks that were put on hold during the interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Incoming Hold Tasks Hold Time
The total hold time in HH:MM:SS (hours, minutes, seconds) for incoming tasks that
were put on hold for the agent skill group during the interval.
were put on hold for the agent skill group during the interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf
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 for the agent skill group during the interval.
were put on hold for the agent skill group during the 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 during the interval.
Derived from: Agent_Skill_Group_Half_Hour.OutgoingCallsOnHoldToHalf
Outgoing Hold Tasks Hold Time
The total hold time in HH:MM:SS (hours, minutes, seconds) for outgoing tasks that
were put on hold for the agent skill group during the interval.
were put on hold for the agent skill group during the interval.
Derived from: Agent_Skill_Group_Half_Hour.OutgoingCallsOnHoldTimeToHalf
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 for the agent skill group during the interval.
were put on hold for the agent skill group during the interval.
Derived from: Agent_Skill_Group_Half_Hour.OutgoingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.OutgoingCallsOnHoldToHalf