User Guide

IPCC Agent Report Templates agent05: Agent Task Detail Performance Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Incoming Hold Tasks
Total Tasks
The total time in HH:MM:SS (hours, minutes, seconds) the agent spent in the
Hold/Paused State measured during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Incoming Hold Tasks
Avg Time
The average on hold time associated with tasks the agent placed on hold or paused.
Derived from: (Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)
*Outgoing Hold Tasks
Total Tasks
The total number of completed outbound tasks the agent placed on hold at least once.
The value is incremented when the after-call work associated with the call is
completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf
*Outgoing Hold Tasks
Avg Time
The average on hold time in HH:MM:SS (hours, minutes, seconds) associated with
outbound tasks the agent placed on hold.
Derived from: (Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf)
*Internal Hold Tasks
Total Tasks
The total number of completed internal tasks the agent placed on hold for the interval.
The value is incremented when the after-call work associated with the call is
completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf
*Internal Hold Tasks
Avg Time
The average on hold time associated with internal tasks the agent placed on hold.
Derived from: (Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf)
*Supervisor Assist Tasks
Total Tasks
The total number of tasks for which the agent received supervisor assistance during the
interval. The value is incremented when the supervisor assistance call completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf