User Guide

IPCC Agent Report Templates agteam27: Agent Team Historical All Fields Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
*Callback
Time
The number of seconds the agent spent processing callback messages during the
half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf
*OutBound Tasks
Cons Out Time
The number of seconds agents spent handling consultative calls with at least on ACD
call on hold. The value is updated in the database when the after-call work time
associated with the consultative call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsTimeToHalf
*Incoming Tasks
Conf In Time
The number of seconds the agent was involved in an incoming conference calls. This
value includes time spent on both ACD and non-ACD conference calls initiated by the
agent. This value is updated in the database when the agent drops off the call or the
call becomes a simple two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf
*OutBound Tasks
Conf Out Time
The number seconds the agent spent in conference calls that they initiated. The
conferenced out calls include ACD and non-ACD calls. The value includes any HoldTime
for the call. It is updated in the database when the agent drops off the call or the call
becomes a simple two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsTimeToHalf
Incoming Tasks
Handle Talk Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
Active state for tasks associated with the skill group during the half-hour interval. The
value is updated in the database when the after-task work time associated with the
task (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf
Incoming Tasks
Handle Time
The total handle time, in HH:MM:SS (hours, minutes, seconds), for inbound ACD tasks
counted as handled by the agent in the skill group during the half-hour interval. Handle
time includes the time spent from the call being answered by the agent to the time the
agent completed after task work time for the task.
The value for HandledCallsTime is updated in the database when the after-task work
time associated with the task (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf