Cisco Cisco IPCC Web Option User Guide
Agent By Team Reports
2 IPCC Agent Report Templates
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
*Conference In Tasks
Avg Time
Avg Time
The average time in HH:MM:SS (hours, minutes, seconds) that the agent spent in
conference with tasks during the interval. This value includes hold time associated with
the conference tasks.
conference with tasks during the interval. This value includes hold time associated with
the conference tasks.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
*Conference Out Tasks
Total Tasks
Total Tasks
The number of conference calls the agent initiated. Initiated tasks include ACD and
non-ACD tasks. The value is incremented when the agent drops off the call and the call
becomes a simple two-party call.
non-ACD tasks. The value is incremented when the agent drops off the call and the call
becomes a simple two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf
*Conference Out Tasks
Avg Time
Avg Time
The average time in HH:MM:SS (hours, minutes, seconds) that the agent spent in
conference on agent-initiated tasks during the interval. This value includes hold time
associated with the conference tasks.
conference on agent-initiated tasks during the interval. This value includes hold time
associated with the conference tasks.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf
Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf
Media Summary
The totals of agent data for a media routing domain, in which the agent was logged
during the given interval
during the given interval
Agent Team Summary
The total agent data in the agent team.
Agent Summary
The total data for each agent.
Report Summary
The total agent data for all agent teams in the report.
agteam21: Agent Team Task Summary Half Hour Report
Overview:
Subject
A table summary of agent call/task data for all the agents
within the selected agent team(s), gathered in half-hour
increments.
Fields applicable to a voice domain only are prefixed with
an asterisk (*). Such fields are not applicable for e-mail or
collaboration media.