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)
*Callback
Msgs
The number of callback messages processed by the agent during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf
*Callback
Time
The number of seconds the agent spent processing callback messages during the
half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf
*OutBound Tasks
Cons Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent handling
consultative calls with at least one ACD call on hold. The value 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.ConsultativeCallsTimeToHalf
*Incoming Tasks
Conf In Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent was involved in
an incoming conference calls. This value includes time spent on both ACD and non-ACD
conference calls initiated by the agent. 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.ConferencedInCallsTimeToHalf
*OutBound Tasks
Conf Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in
conference calls that they initiated. The conferenced out calls include ACD and
non-ACD calls. The value includes any HoldTime for the call. 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.ConferencedOutCallsTimeToHalf
Incoming Tasks
Handle Talk Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
Active state for tasks associated with the skill group during the half-hour interval. 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.HandledCallsTalkTimeToHalf
*Internal Tasks
Int Rcvd
The number of internal calls received by the agent 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.InternalCallsRcvdToHalf