Cisco Cisco Unified Intelligent Contact Management Software 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
Average Duration of Completed Tasks Outgoing Wrap up Time
The average time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent while doing wrap up work on outbound external tasks handled in the half hour
interval. Wrap-up work is task-related work performed by an agent after the task is
over.
Derived from: (Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf –
Agent_Skill_Group_Half_Hour.AgentOutCallsTalkTimeToHalf
-Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf)/
Agent_Skill_Group_Half_Hour. AgentOutCallsToHalf
spent while doing wrap up work on outbound external tasks handled in the half hour
interval. Wrap-up work is task-related work performed by an agent after the task is
over.
Derived from: (Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf –
Agent_Skill_Group_Half_Hour.AgentOutCallsTalkTimeToHalf
-Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf)/
Agent_Skill_Group_Half_Hour. AgentOutCallsToHalf
Incoming Hold Tasks Held Tasks
The number of incoming tasks that were put on hold in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Incoming Hold Tasks Hold Time
The total hold time in HH:MM:SS (hours, minutes, seconds) for incoming tasks that
were put on hold for the agent skill group in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf
were put on hold for the agent skill group 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 for the agent skill group in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
were put on hold for the agent skill group 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.OutgoingCallsOnHoldToHalf
Derived from: Agent_Skill_Group_Half_Hour.OutgoingCallsOnHoldToHalf
Outgoing Hold Tasks Hold Time
The total hold time in HH:MM:SS (hours, minutes, seconds) for outgoing tasks that
were put on hold for the agent skill group in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.OutgoingCallsOnHoldTimeToHalf
were put on hold for the agent skill group in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.OutgoingCallsOnHoldTimeToHalf
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 for the agent skill group in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.OutgoingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.OutgoingCallsOnHoldToHalf
were put on hold for the agent skill group in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.OutgoingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.OutgoingCallsOnHoldToHalf
NOTE: In the following summaries, the summary for FTE Agents Logged On is for an 8
hour shift. If the report interval is chosen to be less than 8 hours, then this value will
be lower than expected.
hour shift. If the report interval is chosen to be less than 8 hours, then this value will
be lower than expected.
Agent Team Media Summary
The agent team total for the media routing domain during the given interval.