Cisco Cisco IP Contact Center Release 4.6.1 User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 2 Agent Report Templates
Agent By Skill Group Reports
Date Time
The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and
HH:MM:SS (hour, minute, second) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
HH:MM:SS (hour, minute, second) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Log On Duration
The total time period in the half hour interval that the agent was logged in measured in
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Handled Tasks
The number of ICM routed tasks that the agent has handled in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Handled Time
The time the agent spent on ICM routed tasks in the half hour interval, measured in
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf
*Internal In Tasks
The number of times that this agent received a direct internal or external incoming task
in the half hour interval. This includes direct tasks that were received from another
agent via the transfer or conference key that dialed the agent’s extension directly
without going through ICM scripting.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRcvdToHalf
in the half hour interval. This includes direct tasks that were received from another
agent via the transfer or conference key that dialed the agent’s extension directly
without going through ICM scripting.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRcvdToHalf
*Internal In Time
The time the agent spent on direct incoming tasks in the half hour interval, measured
in HH:MM:SS (hours, minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRvcdTimeToHalf
in HH:MM:SS (hours, minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRvcdTimeToHalf
*External Out Tasks
The number of external outgoing tasks that the agent made from the ACD extension in
the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
*External Out Time
The time the agent spent on outgoing external tasks in the half hour interval,
measured in HH:MM:SS (hours, minutes, seconds). Includes hold time.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf
measured in HH:MM:SS (hours, minutes, seconds). Includes hold time.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf
*Internal Out Tasks
The number of internal outgoing tasks that the agent made from the ACD extension in
the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf
the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf