User Guide

IPCC Agent Report Templates agtskg27: Agent Skill Group Historical All Fields Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Date Time (no label)
The date and time at the start of the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Incoming Tasks
Ans
The number of tasks answered during the half-hour interval. The count for
CallsAnswered is updated in the database at the time the task is answered.
Derived from: Agent_Skill_Group_Half_Hour.CallsAnsweredToHalf
Incoming Tasks
Ans Wait Time
The sum of answer wait time in HH:MM:SS (hours, minutes, seconds) for all tasks
answered by the agent during the half-hour interval.
AnswerWaitTime is calculated as follows: RingTime + NetworkTime + LocalQTime (for
standard ACDs) and NetQTime (for IPCC systems).
Derived from: Agent_Skill_Group_Half_Hour.AnswerWaitTimeToHalf
Incoming Tasks
Handled
The total number of tasks handled by the agent during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Incoming Tasks
Handled Time
The total handle time in HH:MM:SS (hours, minutes, seconds) for inbound tasks
counted as handled by the agent in the skill group during the half-hour interval.
Handle time includes the time spent from the call being answered by the agent to the
time the agent completed after call work time for the call. The value for
HandledCallsTime 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.HandledCallsTimeToHalf
Incoming Tasks
Handled 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
Incoming Tasks
Talk In Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent in the active state (on incoming tasks) during the half-hour interval. TalkInTime
is included in the calculation of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkInTimeToHalf