Cisco Cisco E-Mail Manager Unity Integration Option 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 Agent Reports
*Reserve
Hold Time
(Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) agent
reservation calls were placed on hold by the agent in the skill group during the
half-hour interval.
This value is updated in the database when the after-call work associated with the call
(if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsOnHoldTimeToHalf
reservation calls were placed on hold by the agent in the skill group during the
half-hour interval.
This value is updated in the database when the after-call work associated with the call
(if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsOnHoldTimeToHalf
Time Zone
The time zone for the date and time. The value is the offset in minutes from GMT.
Derived from: Agent_Skill_Group_Half_Hour.TimeZone
Derived from: Agent_Skill_Group_Half_Hour.TimeZone
Recovery Key
A value used internally by the ICM software to track virtual time.
Derived from: Agent_Skill_Group_Half_Hour.RecoveryKey
Derived from: Agent_Skill_Group_Half_Hour.RecoveryKey
Interrupted Time
The time in HH:MM:SS (hours,minutes, seconds) that the agent was in the Interrupted
state during the half-hour interval. This data field is currently not used in the database.
Derived from: Agent_Skill_Group_Half_Hour.InterruptedTimeToHalf
state during the half-hour interval. This data 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.
Derived from: Agent_Skill_Group_Half_Hour.DbDatetime
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.
Derived from: Agent_Skill_Group_Half_Hour.NetConsultativeCallsToHalf
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.
Derived from: Agent_Skill_Group_Half_Hour.NetConsultativeCallsTimeToHalf
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
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
Derived from: Agent_Skill_Group_Half_Hour.NetConferencedOutCallsTimeToHalf