User Guide

IPCC Agent Report Templates agtper27: Agent Peripheral Historical All Fields Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
*Trans Out
The number of calls transferred out by the agent during the half-hour interval. The
value is updated at the time the agent completes the transfer of the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf
*Cons Tasks
The number of consultative tasks completed by the agent with at least one ACD call on
hold. The count is updated in the database when the after-call work time associated
with the consultative call (if any) has completed
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf
*Conf In
The number of incoming calls the agent was conferenced into. Incoming calls include
ACD and non-ACD calls. The value is updated in the database when the agent drops off
the call or the call becomes a simple two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
*Conf Out
The number of conference calls the agent initiated. The conferenced out calls include
ACD and non-ACD calls. The count of ConferencedOutCalls is updated in the database
when the agent drops off the call or the call becomes a simple two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf
*Out Extn
The total number of completed outbound ACD calls made by agents in the skill group
during the half-hour interval. The value is updated in the database when the
after-call-work time associated with the call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
Redirect
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
*Short Calls
The number of calls answered by the agent where the duration of the call fell short of
the peripherals Answered Short Calls threshold. These calls are counted in the
CallsOffered and CallsHandled statistics. The purpose of the ShortCallsToHalf statistic is
to track calls that agents hang up on before they can possibly be handled in order to
improve their performance statistics.
Derived from: Agent_Skill_Group_Half_Hour.ShortCallsToHalf
*Sup Assist
The number of calls for which agents received supervisor assistance during the
half-hour interval. The value is updated in the database when the supervisor assist call
completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf