User Guide

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates agteam27: Agent Team Historical All Fields Report
Task Time
Redirect No Answer
The number of tasks offered at the agents terminal or phone that were redirected to
another location because of no answer at the agent's terminal.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsTimeToHalf
*Task Time
Supv Assist
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
*Auto Out
Tasks
(Outbound Option only) The total number of completed AutoOut (predictive) calls made
by the agent in the skill group during the half-hour interval. The value is updated in the
database when the after-call work time associated with the call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.AutoOutCallsToHalf
*Auto Out
Time
(Outbound Option only) The total handle time in HH:MM:SS (hours, minutes, seconds)
for completed AutoOut (predictive) calls handled by the agent in the skill group during
the half-hour interval.
The AutoOutCallsTimeToHalf value includes the time spent from the call being initiated
to the time the agent completes any after-call work for the call. The value is updated in
the database when the after-call work time associated with the call (if any) has
completed.
Derived from: Agent_Skill_Group_Half_Hour.AutoOutCallsTimeToHalf
*Auto Out
Talk Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
the agent spent talking on AutoOut (predictive) calls during the half-hour interval.
TalkAutoOutTime is included in the calculation of LoggedOnTime.
Agent_Skill_Group_Half_Hour.AutoOutCallsTalkTimeToHalf
*Auto Out
On Hold
(Outbound Option only) The total number of completed AutoOut (predictive) calls that
the agent in the skill group has 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) has
completed.
Derived from: Agent_Skill_Group_Half_Hour.AutoOutCallsOnHoldToHalf