Cisco Cisco Unified Contact Center Enterprise 9.0(2) ユーザーガイド

The number of tasks transferred into the skill group 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. 
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf

The number of incoming tasks into which skill group agents were conferenced in the 
half hour interval. 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. 
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf

The number of tasks offered at the agents terminal or phone in the half hour interval 
that were redirected to another location because of the agent's failure to respond. 
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf

For voice: the total number of calls that were abandoned while the agent’s phone was 
ringing.  For non-voice: the total number of tasks that were abandoned while being 
offered to an agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf

The number of tasks completed by the agent in the half hour interval that were put on 
hold or paused. The InternalCallsOnHoldToHalf field in the following calculation applies 
to voice only.
Derived from:   Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf + 
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf + 
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf 

The number of ICM routed calls to the agent that abandoned while the call was on hold 
and/or the number of paused tasks that the agent ended in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf

The total number of completed outbound tasks made by agents in the skill group in the 
half hour interval. The value is updated in the database when any after-task work time 
associated with the task is completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf