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)
*Talk Preview Time
(Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds),
for completed outbound Preview calls handled by the agent in the skill group during the
half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf
*Talk Reserve Time
(Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds),
for completed agent reservation calls handled by the agent in the skill group during the
half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf
On Hold Calls
Aban Hold
The total number of calls that were abandoned while being held by the agent and/or
the number of paused tasks the agent ended. This value is updated in the database at
the time the held call disconnects or the paused task ends.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf
*On Hold Calls
Out Extn
The total number of completed outbound ACD calls that agents in the skill group have
placed on hold at least once. 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.AgentOutCallsOnHoldToHalf
On Hold Calls
Inc Tasks
The total number of completed inbound tasks the agent placed on hold or paused at
least once. 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.IncomingCallsOnHoldToHalf
*On Hold Calls
Int Tasks
The total number of internal calls the agent placed on hold at least once. 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.InternalCallsOnHoldToHalf
*On Hold Calls Time
Out Extn
The total number of seconds that outbound ACD calls were placed on hold by agents in
the skill group during the half-hour interval. The value is updated in the database when
the after-call work associated with the call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf