Cisco Cisco IPCC Web Option User Guide

Agent by Peripheral Reports

2      IPCC Agent Report Templates

 WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

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)

The total time in HH:MM:SS (hours, minutes, seconds) that all tasks to the agent were on 
hold or paused during the half-hour interval. HoldTime is included in the calculation of 
LoggedOnTime. 

Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf

The totals of agent data for all skill groups in a media in which the agent was logged 
during the given interval.

The total of agent data for all agents in all media on the peripheral during the specified 
interval.

The Total of summary lines for all agent in the report.

agtper27: Agent Peripheral Historical All Fields Report

Subject

A table of all the agents in the selected peripherals listing 

all the available agent historical report data for the selected 

interval.

Fields applicable to a voice domain only are prefixed with 

an asterisk (*). Such fields are not applicable for e-mail or 

collaboration media.

Note: In the following descriptions, agent-dialed outbound 

calls or tasks are different from Outbound Option calls that 

are program-dialed outbound calls. Only fields specified as 

Outbound Option contain automated call data. In all other 

cases, outbound calls are agent-dialed ones.