User Guide

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates agtper27: Agent Peripheral Historical All Fields Report
*Barge In
(IPCC only) The number of calls barged in on either by the supervisor or by the agent.
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
*Intercept
(IPCC only) The number of calls intercepted by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf
*Monitor
The number of calls monitored by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.MonitorCallsToHalf
*Whisper
The number of calls coached by the supervisor (not supported in ICM 5.0).
Derived from: Agent_Skill_Group_Half_Hour.WhisperCallsToHalf
*Emergency
(IPCC only) The number of emergency assist requests made by the agent.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
Log On Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent was logged on
during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Incoming Tasks
Talk In Time
The total time in HH:MM:SS (hours, minutes, seconds) thatt agents in the skill group
spent talking on inbound tasks (neither outbound nor internal) during the half-hour
interval. TalkInTime is included in the calculation of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkInTimeToHalf
*Other Tasks
TalkTime
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent talking on other calls (neither inbound nor outbound) during the half-hour
interval. Examples of other calls include agent-to-agent transfers and supervisor calls.
TalkOtherTime is included in the calculation of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf
*OutBound Tasks
Talk Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent talking on outbound calls during the half-hour interval. TalkOutTime is included in
the calculation of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf