Cisco Cisco Unified Intelligent Contact Management Software User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Agent By Team Reports
2 IPCC Agent Report Templates
*Incoming Tasks
Trans In Time
Trans In Time
The number of seconds that agents in the skill group spent handling calls transferred to
them 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.
them 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.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
Net Cons Out
The number of network consultative calls completed by agents who have at least one
call on hold.
call on hold.
Derived from: Agent_Skill_Group_Half_hour.NetConsultativeCallsToHalf
Net Cons Out Time
The number of seconds spent on network consultative calls by agents who have at least
one call on hold.
one call on hold.
Derived from: Agent_Skill_Group_Half_hour.NetConsultativeCallsTimeToHalf
Net Conf Out
The number of conference calls initiated by agents.
Derived from: Agent_Skill_Group_Half_hour.NetConferencedOutCallsToHalf
Net Conf Out Time
The number of seconds spent on conference calls.
Derived from: Agent_Skill_Group_Half_hour.NetConferencedOutCallsTimeToHalf
Net Trans Out
The number of calls transferred out by agents in the half hour interval.
Derived from: Agent_Skill_Group_Half_hour.NetTransferredOutCallsToHalf