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)
Incoming Tasks
Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that completed inbound tasks
were placed on hold or paused 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.IncomingCallsOnHoldTimeToHalf
Incoming Tasks
Aba Ring Time
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
Incoming Tasks
Redirect Time
The total time in HH:MM:SS (hours, minutes, seconds) that tasks were offered to an
agent before being redirected on failure to answer/respond. The value is updated in the
database at the time the call is diverted to another device.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsTimeToHalf
*Incoming Tasks
Trans In Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent handling calls transferred to them 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.TransferredInCallsTimeToHalf
*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.
This 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
*Term
The total number of ACD calls that were terminated by agents before the far end
released. The value is updated in the database at the time the call disconnects. The
value includes AgentOutCalls and CallsHandled for the agents in the skill group.
Derived from: Agent_Skill_Group_Half_Hour.AgentTerminatedCallsToHalf