Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario
IPCC Agent Report Templates
agtper25: Agent Peripheral Consolidated Half Hour Report Template
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Agent Name
The last and first name of the agent and the agent's ID (in parentheses) in the skill
group in which agent resides.
group in which agent resides.
Derived from: Person.LastName + "," + Person.FirstName + Agent.SkillTargetID
DateTime
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.
HH:MM:SS (hour, minute, second) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Completed Tasks: Handled
The number of ICM Routed tasks this agent has handled.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledtoHalf
Completed Tasks: Aban While Offer
For voice: the total number of calls that were abandoned while the agent’s phone was
ringing. For non-voice: the total number of tasks that were abandoned while being
offered to an agent.
ringing. For non-voice: the total number of tasks that were abandoned while being
offered to an agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf
Completed Tasks: Redirect No Answer
The number of tasks that left the agent's phone or terminal that were redirected to
another dialed number because of no answer.
another dialed number because of no answer.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
Completed Tasks: Aban Hold
The number of ICM routed calls to the agent that abandoned while the call was on hold
and/or the number of paused tasks that the agent ended during the interval.
and/or the number of paused tasks that the agent ended during the interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf
*Completed Tasks: Transfer In
The number of incoming calls that were transferred to this agent from other agents
within the same peripheral that did not go to IVR for queuing. This value is updated
when the agent completes the call.
within the same peripheral that did not go to IVR for queuing. This value is updated
when the agent completes the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf
*Completed Tasks: Transfer Out
The number of calls this agent transferred to another agent or skill group. This includes
Consultative Calls if this transfer was consultative-not blind. This value is updated when
the agent completes the transfer of the call.
Consultative Calls if this transfer was consultative-not blind. This value is updated when
the agent completes the transfer of the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf
*Completed Tasks: External Out
The number of Outgoing external calls that this agent made during this interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf