Cisco Cisco IP Contact Center Release 4.6.1 Mode D'Emploi
Agent by Peripheral Reports
2 IPCC Agent Report Templates
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
*Conf Out
The number of tasks that the skill group agent conferenced out to another agent or skill
group in the half hour interval. This includes consultative Calls. The value is updated in
the database when the agent drops off the task or the task becomes a simple two-party
task.
group in the half hour interval. This includes consultative Calls. The value is updated in
the database when the agent drops off the task or the task becomes a simple two-party
task.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf +
Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf
Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf
*Consult
The number of times an agent consulted with another agent or supervisor by the
conference or transfer key in the half hour interval. This includes consulted assisted
tasks.
conference or transfer key in the half hour interval. This includes consulted assisted
tasks.
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf +
Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf
Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf
*Supv Assist
The number of tasks for which agents received supervisor assistance in the half hour
interval. The value is updated in the database when the supervisor-assisted task
completes.
interval. The value is updated in the database when the supervisor-assisted task
completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Emerg Assist
(IPCC only) The number of emergency assist requests by the agent in the half hour
interval.
interval.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
*Barge In
(IPCC only) The number of tasks barged in on by the supervisor in the half hour
interval.
interval.
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
*Intercept
(IPCC only) The number of tasks intercepted by the supervisor in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf
Media Summary
The totals of agent data for all skill groups in a media in which the agent was logged in
the half hour interval.
the half hour interval.
Agent Summary
The totals of agent data for an agent in the half hour interval.
Peripheral Summary
The totals of agent data for all agents in all media on the peripheral in the half hour
interval.
interval.
Report Summary
The totals of agent data for all agents in the report.