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)
Hand Time
The total handle time in HH:MM:SS (hours, minutes, seconds) for completed outbound
tasks handled by the agent during the half-hour interval.
The AgentOutCallsTime value includes the time spent from the task being initiated by
the agent to the time the agent completes after-task work time for the task. The value
is updated in the database when the after-task-work time associated with the task (if
any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf
Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that completed incoming calls
were placed on hold and/or tasks were paused during the half-hour interval. The value
is updated in the database when the after-call work time associated with the call (if
any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf
Aban Ring
The total time in HH:MM:SS (hours, minutes, seconds) that calls rang at an agent's
extension before abandoning and/or the number of seconds that tasks were in the
Reserved state before being abandoned.
RingTime includes the seconds that the call spent ringing at an agents phone before
being answered. The value is updated in the database at the time the call disconnects.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf
Not Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
Available or Not Active state during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AvailTimeToHalf
Not Ready
The total time in HH:MM:SS (hours, minutes, seconds) that the agent was in the Not
Ready state during the half-hour interval. NotReadyTime is included in the calculation
of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf
Resvd Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent was in the
Reserved state during the half-hour interval. ReservedStateTime is included in the
calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf
Agent Performance
Work Ready Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent in the Work Ready state during the half-hour interval. WorkReadyTime is
included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.WorkReadyTimeToHalf