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
*On Hold Tasks Time
Out Extn
The total time in HH:MM:SS (hours, minutes, seconds) that outbound ACD calls were
placed on hold by agents in the skill group during the half-hour interval. This value is
updated in the database when the after-call work associated with the call (if any) has
completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf
*On Hold Tasks Time
In Tasks
The total time in HH:MM:SS (hours, minutes, seconds) that completed inbound ACD
calls were placed on hold during the half-hour interval. This 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.IncomingCallsOnHoldTimeToHalf
*On Hold Tasks Time
Int Tasks
The total time in HH:MM:SS (hours, minutes, seconds) that completed internal calls
were placed on hold during the half-hour interval. This 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
Time Zone
The time zone for the date and time. The value is the offset in minutes from GMT.
Derived from: Agent_Skill_Group_Half_Hour.TimeZone
Recovery Key
A value used internally by the ICM software to track virtual time.
Derived from: Agent_Skill_Group_Half_Hour.RecoveryKey
*OutBound Tasks
Talk + Hold Time
The total talk time, in HH:MM:SS (hours, minutes, seconds), for completed outbound
ACD calls handled by the agent in the skill group during the half-hour interval. This
value includes the time spent from the call being initiated by the agent to the time the
agent begins after-call work for the call. It includes the HoldTime associated with the
call. AgentOutCallsTalkTime 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.AgentOutCallsTalkTimeToHalf
*Agent Term Tasks
The total number of ACD calls that were terminated by agents before the far end
released. The value is updated in the database at the time the call disconnects. The
value includes AgentOutCalls and CallsHandled for the agents in the skill group.
Derived from: Agent_Skill_Group_Half_Hour.AgentTerminatedCallsToHalf
*Callback
Msgs
The number of callback messages processed by the agent during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf