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 Agent Reports
2 IPCC Agent Report Templates
DateTime
The date and time when the record was generated in MM/DD/YYYY (month, day, year)
and HH:MM:SS (hours, minutes, seconds) format.
and HH:MM:SS (hours, minutes, seconds) format.
Derived from:Agent_ Skill_Group_Half_Hour.DateTime
Handled
The tasks handled by the skill group in the half hour interval. The count for handled
tasks associated with a skill group is updated when the after-task work time associated
with the task (if any) has completed.
tasks associated with a skill group is updated when the after-task work time associated
with the task (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
*Internal In
The number of internal tasks received by skill group agents in the half hour interval.
The value is updated in the database when the after-task work time associated with the
task (if any) is completed.
The value is updated in the database when the after-task work time associated with the
task (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRcvdToHalf
*Transfer In
The number of tasks transferred into the skill group in the half hour interval. This value
is updated when the agent completes the call.
is updated when the agent completes the call.
Note: For blind transfers in IPCC Enterprise with an IPCC System PG, this 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.
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.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf
*Conf In
The number of incoming tasks into which skill group agents were conferenced in the
half hour interval. Incoming tasks include ACD and non-ACD tasks. The value is
updated in the database when the agent drops off the task or the task becomes a
simple two-party
half hour interval. Incoming tasks include ACD and non-ACD tasks. The value is
updated in the database when the agent drops off the task or the task becomes a
simple two-party
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. task.
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. task.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
Redirect No Answer
The number of tasks offered at the agents terminal or phone that were redirected to
another location because of the agent's failure to respond in the half hour interval.
another location because of the agent's failure to respond in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
Aban Ring
For voice: the total number of calls that were abandoned while the agent’s phone was
ringing. For non-voice: the total number of tasks that were abandoned while being
offered to an agent.
ringing. For non-voice: the total number of tasks that were abandoned while being
offered to an agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf