Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Agent By Team Reports

2      IPCC Agent Report Templates

 WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

The time the agent spent on ICM routed tasks, measured in HH:MM:SS (hours, 
minutes, seconds) format.

Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf

The time the agent spent on direct incoming calls, measured in HH:MM:SS (hours, 
minutes, seconds). This does not include time spent on calls routed by ICM to the 
agent.

Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRvcdTimeToHalf

The time the agent spent on outgoing external calls, measured in HH:MM:SS (hours, 
minutes, seconds).

Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf

The time the agent spent in outgoing internal calls, measured in HH:MM:SS (hours, 
minutes, seconds).

Derived from: Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf

The time in HH:MM:SS (hours, minutes, seconds) where 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 InternalCallsOnHoldTimeToHalf field in the following calculation 
applies to voice only.

Derived from:  Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf + 
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf + 
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf 

The totals of agent data for a media routing domain, in which the agent was logged 
during the given interval

The total agent data in the agent team.

The total agent data for all agent teams in the report.