User Guide

IPCC Agent Report Templates agtskg27: Agent Skill Group Historical All Fields Report
2- 171
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
*Task Treatment
Supv Assist Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent on supervisor-assisted calls 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.SupervAssistCallsTimeToHalf
*Task Treatment
Barge In
(IPCC only) The number of calls barged in on either by the supervisor or by an agent.
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
*Task Treatment
Intercept
(IPCC only) The number of calls intercepted by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf
*Task Treatment
Monitor
The number of calls monitored by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.MonitorCallsToHalf
*Task Treatment
Whisper
The number of calls coached by the supervisor (not supported in ICM 5.0).
Derived from: Agent_Skill_Group_Half_Hour.WhisperCallsToHalf
*Task Treatment
Emergency
(IPCC only) The number of emergency assist requests made either by the agent or by
the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
Agent Performance
Log On Time
The total time, in HH:MM:SS (hours, minutes, seconds), the agent in the skill group
was logged on during the half-hour interval.
This value is calculated as follows:HoldTimeToHalf + TalkInTimeToHalf +
TalkOutTimeToHalf + TalkOtherTimeToHalf + AvailTimeToHalf + NotReadyTimeToHalf +
WorkReadyTimeToHalf + WorkNotReadyTimeToHalf + BusyOtherTimeToHalf +
ReservedStateTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent Performance
Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that all tasks to the agent were
on hold or paused during the half-hour interval. HoldTime is counted only while the
agent is doing no other task-related activity. HoldTime is included in the calculation of
LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf