User Guide

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates agtskg27: Agent Skill Group Historical All Fields Report
*Internal Tasks
Tasks
The number of internal calls initiated 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.InternalCallsToHalf
*Internal Tasks
Time
The total time in HH:MM:SS (hours, minutes, seconds) spent on internal calls initiated
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.InternalCallsTimeToHalf
*Internal Tasks
Internal In
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
*Internal Tasks
Internal In Time
The total time in HH:MM:SS (hours, minutes, seconds) spent on 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.InternalCallsRcvdTimeToHalf
*Internal Tasks
Hold
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
*Internal Tasks
Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that completed internal calls
were placed on hold 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.InternalCallsOnHoldTimeToHalf
*Task Treatment
Supv Assist
The number of calls for which agents received supervisor assistance during the
half-hour interval. The value is updated in the database when the supervisor assist call
completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf