Cisco Cisco IPCC Web Option Mode D'Emploi
IPCC Agent Report Templates
agent27: Agent Historical All Fields Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
DateTime
The date and time at the start of the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Incoming Tasks
Ans
Ans
The number of tasks begun during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsAnsweredToHalf
Incoming Tasks
AnsWait Time
AnsWait Time
The sum of answer wait time in HH:MM:SS (hours, minutes, seconds) for all tasks
begun for the call type during the half-hour interval.
AnswerWaitTime is calculated as follows: RingTime + NetworkTime + LocalQTime (for
standard ACDs) and NetQTime (for IPCC systems).
begun for the call type during the half-hour interval.
AnswerWaitTime is calculated as follows: RingTime + NetworkTime + LocalQTime (for
standard ACDs) and NetQTime (for IPCC systems).
Derived from: Agent_Skill_Group_Half_Hour.AnswerWaitTimeToHalf
Incoming Tasks
Handle
Handle
The total number of tasks handled for the call type during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Incoming Tasks
Handle Time
Handle Time
The total handle time, in HH:MM:SS (hours, minutes, seconds), for inbound ACD tasks
counted as handled by the agent in the skill group during the half-hour interval. Handle
time includes the time spent from the call being answered by the agent to the time the
agent completed after task work time for the task.
The value for HandledCallsTime is updated in the database when the after-task work
time associated with the task (if any) has completed.
counted as handled by the agent in the skill group during the half-hour interval. Handle
time includes the time spent from the call being answered by the agent to the time the
agent completed after task work time for the task.
The value for HandledCallsTime is updated in the database when the after-task work
time associated with the task (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf
Incoming Tasks
Handle Talk Time
Handle Talk Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
Active state for tasks associated with the skill group during the half-hour interval. The
value is based on TalkTime. It is updated in the database when the after-task work
time associated with the task (if any) has completed.
Active state for tasks associated with the skill group during the half-hour interval. The
value is based on TalkTime. It is updated in the database when the after-task work
time associated with the task (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf
Incoming Tasks
Talk In Time
Talk In Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent talking on inbound tasks (neither outbound nor internal) during the half-hour
interval. TalkInTime is included in the calculation of TalkTime and LoggedOnTime.
spent talking on inbound tasks (neither outbound nor internal) during the half-hour
interval. TalkInTime is included in the calculation of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkInTimeToHalf