Cisco Cisco Unified Intelligent Contact Management Software User Guide
Agent by Peripheral Reports
2 IPCC Agent Report Templates
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
*Internal Tasks
Int Rcvd Time
Int Rcvd Time
The total time in HH:MM:SS (hours, minutes, seconds) spent on internal calls received
by the agent in the half hour interval. The value is updated in the database when the
after-call work time associated with the call (if any) is completed.
by the agent in the half hour interval. The value is updated in the database when the
after-call work time associated with the call (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRcvdTimeToHalf
*Internal Tasks
Int Tasks
Int Tasks
The number of internal calls initiated by the agent in the half hour interval. The value is
updated in the database when the after-call work time associated with the call (if any)
is completed.
updated in the database when the after-call work time associated with the call (if any)
is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf
*Internal Tasks
Int Tasks Time
Int Tasks Time
The total time in HH:MM:SS (hours, minutes, seconds) spent on internal calls initiated
by the agent in the half hour interval. The value is updated in the database when the
after-call work time associated with the call (if any) is completed.
by the agent in the half hour interval. The value is updated in the database when the
after-call work time associated with the call (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf
Incoming Tasks
Redirect No Answer Time
Redirect No Answer Time
The total time in HH:MM:SS (hours, minutes, seconds) that tasks were offered at the
agents terminal or phone before being redirected to another location because of the
agent's failure to respond.
agents terminal or phone before being redirected to another location because of the
agent's failure to respond.
The value is updated in the database at the time the task is diverted to another
location.
location.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsTimeToHalf
*Incoming Tasks
Trans In Time
Trans In Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent handling calls transferred to them in the half hour interval. This value is updated
when the agent completes the call.
spent handling calls transferred to them in the half hour interval. This value is updated
when the agent completes the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsTimeToHalf
Interrupted Time
The time in HH:MM:SS (hours,minutes, seconds) that the agent was in the Interrupted
state in the half hour interval. This field is currently not used in the database.
state in the half hour interval. This field is currently not used in the database.
Derived from: Agent_Skill_Group_Half_Hour.InterruptedTimeToHalf
DB DateTime
The date and time that data was last written to the ICM historical database (HDS) from
the logger database. This is different from the time that the data was created. This is
useful if you are extracting data from the historical database and you want to see when
it was last updated.
the logger database. This is different from the time that the data was created. This is
useful if you are extracting data from the historical database and you want to see when
it was last updated.
Derived from: Agent_Skill_Group_Half_Hour.DbDatetime