Cisco Cisco E-Mail Manager Unity Integration Option User Guide
Agent By Skill Group Reports
2 IPCC Agent Report Templates
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Completed Tasks: Aban Hold
The number of ICM routed calls to the agent that abandoned while the call was on hold
and/or the number of paused tasks that the agent ended during the interval.
and/or the number of paused tasks that the agent ended during the interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallstoHalf
*Completed Tasks: Supv Assist
The number of calls an agent made to the supervisor for assistance.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Completed Tasks: Supv Assist Time
The length of supervisor assisted calls measured in HH:MM:SS (hours, minutes,
seconds) format.
seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf
*Completed Tasks: Emerg Assist
(IPCC only) The number of calls that required emergency assistance.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
*Completed Tasks: Barge In
(IPCC only) The number of calls that were barged-in by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.BargedInCallsToHalf
*Completed Tasks: Intercept
(IPCC only) The number of calls that were intercepted by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf
Agent State Times: Active Time
The total time the agent spent talking (or being in the Active state) for the interval.
Derived from:
(Agent_Skill_Group_Half_Hour.TalkInTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf)
(Agent_Skill_Group_Half_Hour.TalkInTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf)
Agent State Times: 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
Agent State Times: Hold Time
The time, measured in HH:MM:SS (hours, minutes, seconds) format, when all tasks to
the agent are on hold or paused during the half-hour interval. HoldTime is counted only
while the agent is doing no other task-related activity. HoldTime is included in the
calculation of LoggedOnTime.
the agent are on hold or paused during the half-hour interval. HoldTime is counted only
while the agent is doing no other task-related activity. HoldTime is included in the
calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf