User Guide

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates agteam05: Agent Task Detail Performance Report By Team
Agent Name
The agent's last name and first name.
Derived from: Person.LastName + ', ' + Person.FirstName
Skill Group
The name of the skill group to which these agent is associated.
Derived from: Skill_Group.EnterpriseName
Aban Hold
The total number of calls that where abandoned while being held at the agent's
extension and/or the paused tasks that the agent ended during the given interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf
Aban Ring: Total Tasks
For voice: the total number of calls that were abandoned while the agent’s phone was
ringing. For non-voice: the total number of tasks that were abandoned while being
offered to an agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf
Aban Ring: Avg Time
The average length of time associated with Ringing/offered tasks that were abandoned.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf /
Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf
Incoming Hold Tasks
Total Tasks
The total time in HH:MM:SS (hours, minutes, seconds) the agent spent in the
Hold/Paused State measured during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Incoming Hold Tasks
Avg Time
The average on hold time associated with tasks the agent placed on hold or paused.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
*Outgoing Hold Tasks
Total Tasks
The total number of completed outbound tasks the agent placed on hold at least once.
The value is incremented when the after-call work associated with the call is
completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf
*Outgoing Hold Tasks
Avg Time
The average on hold time in HH:MM:SS (hours, minutes, seconds) associated with
outbound tasks the agent placed on hold.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf