User Guide

IPCC Agent Report Templates agteam21: Agent Team Task Summary Half Hour Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
*Tasks Supv Assist
The number of tasks that required supervisor assistance.
Derived from: Agent_Skill_Group_Half_Hour.SupervisorAssistCallsToHalf
*Tasks Emerg Assist
(IPCC only) The number of tasks that required emergency assistance.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
*Tasks Barge In
(IPCC only) The number of tasks into which the supervisor has barged.
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
*Tasks Intercept
(IPCC only) The number of tasks that required interception by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.InterceptedCallsToHalf
Time Handled
The time the agent spent on ICM routed tasks, measured in HH:MM:SS (hours,
minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf
*Time Internal In
The time the agent spent on direct incoming calls, measured in HH:MM:SS (hours,
minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRvcdTimeToHalf
*Time External Out
The time the agent spent on outgoing external calls, measured in HH:MM:SS (hours,
minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf
*Time Internal Out
The time the agent spent in outgoing internal calls, measured in HH:MM:SS (hours,
minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf
Time Hold
The time in HH:MM:SS (hours, minutes, seconds) where all tasks to the agent are 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. The InternalCallsOnHoldTimeToHalf field in the following calculation
applies to voice only.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf +
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf