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
Incoming Hold Tasks Hold Time
The total hold time in HH:MM:SS (hours, minutes, seconds) for incoming tasks that
were put on hold by the agent in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf
were put on hold by the agent in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf
Incoming Hold Tasks Avg Hold Time
The average hold time in HH:MM:SS (hours, minutes, seconds) for incoming tasks that
were put on hold by the agent in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
were put on hold by the agent in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Outgoing Hold Tasks Held Tasks
The number of outgoing tasks that were put on hold in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf
Outgoing Hold Tasks Hold Time
The total hold time in HH:MM:SS (hours, minutes, seconds) for outgoing tasks that
were put on hold by the agent in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf
were put on hold by the agent in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf
Outgoing Hold Tasks Avg Hold Time
The average hold time in HH:MM:SS (hours, minutes, seconds) for outgoing tasks that
were put on hold by the agent in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf
were put on hold by the agent in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf
Media Summary
The total for each field for each agent logged into the media routing domain in the half
hour interval.
hour interval.
Team Summary
The total agent data in the agent team.
Report Summary
The total for all fields for all agents in the report.
agteam34: Agent Team Incoming/Outgoing Task Durations With Agent Detail Daily
Overview:
Subject
Table of task durations for incoming and outgoing tasks handled by
agents in a team by day.
agents in a team by day.
NOTE: In the following descriptions, agent-dialed outbound calls or
tasks are different from Outbound Option calls that are program-dialed
outbound calls.
tasks are different from Outbound Option calls that are program-dialed
outbound calls.
Purpose
This report provides information on inbound and outbound task counts,
average durations, and total duration for agents in selected teams.
average durations, and total duration for agents in selected teams.