Cisco Cisco E-Mail Manager Unity Integration Option 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
*Tasks Transfer In
The number of incoming calls in the half hour interval that were transferred to this
agent from other agents within the same peripheral that did not go to IVR for queuing.
This value is updated when the agent completes the call.
agent from other agents within the same peripheral that did not go to IVR for queuing.
This value is updated when the agent completes the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallstoHalf
*Tasks Conf In
The number of incoming calls in the half hour interval that were conferenced to this
agent from other agents on the same peripheral that did not go to the IVR for queuing.
agent from other agents on the same peripheral that did not go to the IVR for queuing.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
Tasks All Hold
The number of tasks completed by the agent in the half hour interval that were put on
hold or paused. The InternalCallsOnHoldToHalf field in the following calculation applies
to voice only.
hold or paused. The InternalCallsOnHoldToHalf field in the following calculation applies
to voice only.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf
*Tasks Supv Assist
The number of tasks that required supervisor assistance in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.SupervisorAssistCallsToHalf
*Tasks Emerg Assist
(IPCC only) The number of tasks that required emergency assistance in the half hour
interval.
interval.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
*Tasks Barge In
(IPCC only) The number of tasks into which the supervisor has barged in the half hour
interval.
interval.
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
*Tasks Intercept
(IPCC only) The number of tasks that required interception by the supervisor in the half
hour interval.
hour interval.
Derived from: Agent_Skill_Group_Half_Hour.InterceptedCallsToHalf
Time Handled
The time the agent spent on ICM routed tasks in the half hour interval, measured in
HH:MM:SS (hours, minutes, seconds) format.
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf