User Guide

IPCC Agent Report Templates agtper21: Agent Peripheral Task Summary Half Hour Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
*Conf In
The number of incoming tasks into which skill group agents were conferenced.
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.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
Redirect No Answer
The number of tasks offered at the agents terminal or phone that were redirected to
another location because of the agent's failure to respond.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
Aban While Offer
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
Hold
The number of tasks completed by the agent in the given 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
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 during the 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. 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.
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. This
includes Consultative Tasks if this transfer was consultative - not blind. The value is
updated in the database when the agent completes the transfer of the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf