Cisco Cisco IP Contact Center Release 4.6.1 Mode D'Emploi
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Agent by Peripheral Reports
2 IPCC Agent Report Templates
Media
The media routing domain into which the agent is logged for doing this type of task.
This is the media routing domain associated with the Skill Group in which the agent
worked when doing this task.
This is the media routing domain associated with the Skill Group in which the agent
worked when doing this task.
Each media routing domain has its own skill groups. If an agent is logged into more
than one media routing domain, then that agent also belongs to more than one skill
group.
than one media routing domain, then that agent also belongs to more than one skill
group.
Derived from: Media_Routing_Domain.EnterpriseName
Date
The date when the record was generated in MM/DD/YYYY (month, day, year) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Handled
The tasks handled by the agent during the given interval. The count for handled tasks
associated with an agent is updated when the after-task work time associated with the
task (if any) has completed.
associated with an agent is updated when the after-task work time associated with the
task (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
*Internal In
The number of internal tasks (i.e., tasks not routed by ICM to the agent) received by
skill group agents during the given interval. The value is updated in the database when
the after-task work time associated with the task (if any) is completed.
skill group agents during the given interval. The value is updated in the database when
the after-task work time associated with the task (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRcvdToHalf
*Transfer In
The number of tasks transferred into the skill group during the given interval. This
value is updated when the agent completes the call.
value is updated when the agent completes the call.
Note: For blind transfers in IPCC Enterprise with an IPCC System PG, this field is
updated when the call that was blind transferred to an IVR is subsequently transferred
to another agent and the agent answers the call. For this call scenario this field is not
updated in IPCC Enterprise without an IPCC System PG.
updated when the call that was blind transferred to an IVR is subsequently transferred
to another agent and the agent answers the call. For this call scenario this field is not
updated in IPCC Enterprise without an IPCC System PG.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf
*Conf In
The number of incoming tasks into which skill group agents were conferenced.
Incoming tasks include ACD and non-ACD tasks. The value is updated in the database
when the agent drops off the task or the task becomes a simple two-party task.
Incoming tasks include ACD and non-ACD tasks. The value is updated in the database
when the agent drops off the task or the task becomes a simple two-party task.
Note: For blind conferences in IPCC Enterprise with an IPCC System PG, this field is
updated when the call that was blind conferenced to an IVR is subsequently answered
by another agent. For this call scenario this field is not updated in IPCC Enterprise
without an IPCC System PG.
updated when the call that was blind conferenced to an IVR is subsequently answered
by another agent. For this call scenario this field is not updated in IPCC Enterprise
without an IPCC System PG.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
Redirect No Answer
The number of tasks offered at the agents terminal or phone that were redirected to
another location because of the agent's failure to respond.
another location because of the agent's failure to respond.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf