Cisco Cisco Unified Intelligent Contact Management Software 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
Incoming Tasks
Hold Time
Hold Time
The total number of seconds that completed inbound tasks were placed on hold or
paused in the half hour interval. This value is updated in the database when the
after-call work time associated with the call (if any) has completed.
paused in the half hour interval. This value is updated in the database when the
after-call work time associated with the call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf
*Internal Tasks
Int Rcvd
Int Rcvd
The number of 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.
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.InternalCallsRcvdToHalf
*Internal Tasks
Int Rcvd Time
Int Rcvd Time
The number of 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.
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 number of 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.
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
*Other Tasks
TalkTime
TalkTime
The number of seconds that agents in the skill group spent talking on other calls
(neither inbound nor outbound) in the half hour interval. Examples of other calls
include agent-to-agent transfers and supervisor calls. TalkOtherTime is included in the
calculation of TalkTime and LoggedOnTime.
(neither inbound nor outbound) in the half hour interval. Examples of other calls
include agent-to-agent transfers and supervisor calls. TalkOtherTime is included in the
calculation of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf
*OutBound Tasks
Talk Out Time
Talk Out Time
The number of seconds that agents in the skill group spent talking on outbound calls in
the half hour interval. TalkOutTime is included in the calculation of TalkTime and
LoggedOnTime.
the half hour interval. TalkOutTime is included in the calculation of TalkTime and
LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf