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)
*Incoming Tasks
Trans In Time
The number of seconds that agents in the skill group spent handling calls transferred to
them during the half-hour interval. The 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.TransferredInCallsTimeToHalf
Interrupted Time
The time in HH:MM:SS (hours,minutes, seconds) that the agent was in the Interrupted
state during the half-hour interval. This field is currently not used in the database.
Derived from: Agent_Skill_Group_Half_Hour.InterruptedTimeToHalf
DB DataTime
The date and time that data was last written to the ICM historical database (HDS) from
the logger database. This is different from the time that the data was created. This is
useful if you are extracting data from the historical database and you want to see when
it was last updated.
Derived from: Agent_Skill_Group_Half_Hour.DbDatetime
BusyOther
The number of agents in the skill group currently in the BusyOther state.
Derived from: Skill_Group_Real_Time.BusyOther
Hold
The number of agents that have all active calls on hold or whose state to the skill group
is Paused.
The agent is not in the Hold state with one call on hold and talking on another call (for
example, a consultative call). The agent must have all active calls on hold.
Derived from: Skill_Group_Real_Time.Hold
Wrap Up
The number of agents in the skill group who are involved in after-call work. An agent
doing wrap-up work is in either the Work Ready or the Work Not Ready state.
Derived from: Skill_Group_Real_Time.WorkReady + Skill_Group_Real_Time.Wor-
kNotReady