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 Team Reports
*Sup Assist Tasks
Total Tasks
The total number of tasks for which the agent received supervisor assistance during the
interval. The value is incremented when the supervisor assistance call completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
interval. The value is incremented when the supervisor assistance call completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Sup Assist Tasks
Avg Time
Avg Time
The average time in HH:MM:SS (hours, minutes, seconds) that the agent received
assistance for all supervisor-assisted tasks during the interval.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
assistance for all supervisor-assisted tasks during the interval.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Conference In Tasks
Total Tasks
The number of incoming tasks on which the agent was in conference. Incoming tasks
include ACD and non-ACD tasks. The value is incremented with the agent drops off the
call and the call becomes a simple two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
include ACD and non-ACD tasks. The value is incremented with the agent drops off the
call and the call becomes a simple two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
*Conference In Tasks
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.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
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
*Conference Out 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.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf
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.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf
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
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.