User Guide

IPCC Agent Report Templates agent27: Agent Historical All Fields Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Incoming Tasks
Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that completed inbound tasks
were placed on hold or paused 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.IncomingCallsOnHoldTimeToHalf
Incoming Tasks
Aban Ring Time
The time that tasks were offered at an agent's phone or terminal before abandoning.
RingTime includes the seconds that the task spent ringing at an agent's phone before
being answered. The value is updated in the database at the time the task disconnects.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf
Incoming Tasks
Redirect No Answer Time
The total time in HH:MM:SS (hours, minutes, seconds) that tasks were offered at the
agents terminal or phone before being redirected to another location because of the
agent's failure to respond.
The value is updated in the database at the time the task is diverted to another
location.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsTimeToHalf
*Incoming Tasks
Trans In Time
The total time in HH:MM:SS (hours, minutes, 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
*Incoming Tasks
Conf In Time
The total time in HH:MM:SS (hours, minutes, seconds) that 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. The 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
*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
*OutBound Tasks
Trans Out
The number of calls transferred out by the agent during the half-hour interval. The
value is updated at the time the agent completes the transfer of the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf