Cisco Cisco IP Contact Center Release 4.6.1 Guia Do Utilizador
Agent By Agent Reports
2 IPCC Agent Report Templates
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
All Hold
The number of tasks completed by the agent in the given interval that were put on hold
or paused in the half hour interval. The InternalCallsOnHoldToHalf field in the following
calculation applies to voice only.
or paused in the half hour interval. 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
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf
Aban Hold
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.
and/or the number of paused tasks that the agent ended in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf
*External Out
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.
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
*Internal Out
The number of internal outgoing tasks that the agent made from the ACD extension in
the half hour interval. The value is updated in the database when the after-task work
time associated with the task (if any) is completed.
the half hour 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.InternalCallsToHalf
*Transfer Out
The number of tasks this agent transferred out to another agent or skill group in the
half hour interval. This includes Consultative Tasks if this transfer was consultative -
not blind. The value is updated at the time the agent completes the transfer of the call.
half hour interval. This includes Consultative Tasks 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
*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.NetConferencedOutCallsToHalf
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf
*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.NetConsultativeCallsToHalf
Agent_Skill_Group_Half_Hour.NetConsultativeCallsToHalf