Installation Guide

Comment(s)ICM Database Similar Concept(s)IPCC Express
Report Definition
IPCC Express
Application
Report
talking on external outbound or consultive transfer calls during the
half-hour interval. TalkOutTime is included in the calculation of
TalkTime and LoggedOnTime.
Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf- The
number of seconds that an agent in the skill group spent talking on
other calls (neither inbound or outbound) during the half-hour
interval. Examples: Agent-to-agent transfers and supervisor calls.
TalkOtherTime is included in the calculation of TalkTime and
LoggedOnTime.
Timing
differences
will exist.
The closest concept on the ICM is
Agent_Skill_Group_Half_Hour.HoldTimeToHalf, which is the
number of seconds where all calls to the agent are on hold during
Total hold time for
agent on all calls
during the report
period.
Hold Time
(Found on Agent
Detail Report.)
the half-hour interval. HoldTime is counted only while the agent
is doing no other call-related activity. HoldTime is included in the
calculation of LoggedOnTime.
Timing
differences
will exist.
The closest concept on the ICM is a combination of the following:
Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf -
Total seconds an agent in the skill group was in the Work Ready
Total work time for
agent on all calls
during the report
period.
Work Time
(Found on Agent
Detail Report.)
state for tasks associated with this skill group that ended during
the half-hour interval. WorkReadyTime is included in the
calculation of LoggedOnTime.
Agent_Skill_Group_Half_Hour.WorkNotReadyTimeToHalf-
Total time in seconds an agent associated with this skill group was
in the Work Not Ready state during the half-hour interval.
WorkNotReadyTime is included as in the calculation of
LoggedOnTime.
Measuring Agent Logging Activity and State Information
Comment(s)ICM Services Similar Concept(s)IPCC Express Report DefinitionIPCC Express
Application Report
Timing
differences
will exist.
The closest concept on the ICM is
Agent_Half_Hour.
Agent_Logout.LogoutDateTime, which is the
Date and time that the agent
logged out of the IPCC Express
system. If this information is
Logout Date Time
(Found on Agent
Login/Logout Detail
Report.)
Central Controller date and time when the agent
logged out.
preceded by a greater-than sign
(>), the agent was still logged in
at the end time of the data in the
report.
Timing
differences
will exist.
The closest concept on the ICM is
Agent_Half_Hour.
Agent_Logout.LoginDuration, which is the
number of seconds the agent was logged in.
Elapsed time between the Login
Time and the Logout Time.
Login Duration
(Found on Agent
Login/Logout Detail
Report.)
Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.0(0)
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Understanding Reporting in an IPCC Gateway Deployment
Understanding Reporting in the ICM Enterprise Parent and IPCC Express Child Deployment Model