Cisco Cisco E-Mail Manager Unity Integration Option Guida Utente

Transfer Out

Calls that are transferred from an agent. An agent can transfer both
incoming and outgoing calls.

Transferred out calls

Data for these calls are stored in the TransferredOut fields of the
Agent_Skill_Group_Half_Hour historical database table.

Cons Out

Calls in which an agent consulted with another agent or supervisor while
having another call on hold.

Consultative calls

Data for these calls are stored in the ConsultativeCalls fields of the
Agent_Skill_Group_Half_Hour historical database table.

Conf In

Incoming calls that are conferenced.

Conference in calls

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 which supports only IP-IVR. This field is updated when an IPCC
System PG which supports CVP is used in IPCC Enterprise.

Data for these calls are stored in the ConferencedInCalls fields of the
Agent_Skill_Group_Half_Hour historical database table.

Conf Out

Outgoing calls that are conferenced.

Conference out calls

Data for these calls are stored in the ConferencedOutCalls fields of the
Agent_Skill_Group_Half_Hour historical database table.

Task Times

For each type of task that an agent can place, the amount of time that the agent spent working
on that task is recorded in the Agent_Skill_Group_Half_Hour database table, as follows:

•

ICM routed tasks - The time for these tasks begins when the agent answers the task and ends
when the agent completes wrap up. The time is stored in the HandledCallsTimeToHalf field.

•

Incoming direct tasks - The time for these tasks begins when the agent answers the task and
ends when the task disconnects. The time is stored in the InternalCallsRcvdTimeToHalf field.

•

External outgoing tasks - The time for these tasks begins when the agent initiates the task
and ends when the task disconnects. The time is stored in the AgentOutCallsTimeToHalf
field.

•

Outgoing internal tasks- The time for these tasks begins when the agent initiates the task and
ends when the task disconnects. The time is stored in the InternalCallsTimeToHalf field.

Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)