Cisco Cisco IP Contact Center Release 4.6.2 Guida Utente
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Agent By Agent Reports
2 IPCC Agent Report Templates
*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 in the half hour interval.
This value is updated when the agent completes the call.
within the same peripheral that did not go to IVR for queuing in the half hour interval.
This 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
*Completed Tasks: Transfer Out
The number of calls this agent transferred to another agent or skill group in the half
hour interval. This includes Consultative Calls if this transfer was consultative-not
blind. The value is updated at the time the agent completes the transfer of the call.
hour interval. This includes Consultative Calls if this transfer was consultative-not
blind. The value is updated at the time the agent completes the transfer of the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf +
Agent_Skill_Group_Half_Hour.NetTransferredOutCallsToHalf
Agent_Skill_Group_Half_Hour.NetTransferredOutCallsToHalf
*Completed Tasks: External Out
The number of Outgoing external calls that this agent made in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
Agent State Times: Log On Duration
The total time during the interval the agent was logged in, measured in HH:MM:SS
(hours, minutes, seconds) format.
(hours, minutes, seconds) format.
Derived from: Agent_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Active Time
The percentage of time that the agent has spent talking on calls in this skill group in
relation to LoggedOnTime.
relation to LoggedOnTime.
Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf) /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf) /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Hold Time
The percentage of time that the agent has put a call on hold or paused a task in
relation to LoggedOnTime or in the half hour interval, whichever is less.
relation to LoggedOnTime or in the half hour interval, whichever is less.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf /
Agent_Half_Hour.LoggedOnTimeTimeToHalf
Agent_Half_Hour.LoggedOnTimeTimeToHalf
Agent State Times: % Not Active
The percentage of time that the agent has spent in the Not Active or Available state in
relation to LoggedOnTime. Applies to all skill groups.
relation to LoggedOnTime. Applies to all skill groups.
Derived from: (Agent_Half_Hour.AvailTimeToHalf /
Agent_Half_Hour.LoggedOnTimeToHalf)
Agent_Half_Hour.LoggedOnTimeToHalf)