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)
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
*OutBound Tasks
Talk Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent talking on outbound calls during the half-hour interval. TalkOutTime is included in
the calculation of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf
*OutBound Tasks
Hold Tasks
The total number of completed outbound ACD calls that agents in the skill group have
placed on hold at least once. 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.AgentOutCallsOnHoldToHalf
*OutBound Tasks
Hold Time
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
complete.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf
*Other Tasks
TalkTime
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent talking on other calls (neither inbound nor outbound) during the half-hour
interval. Examples of other calls include agent-to-agent transfers and supervisor calls.
TalkOtherTime is included in the calculation of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf
*Internal Tasks
Int Tasks
The number of internal calls initiated by the agent 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.InternalCallsToHalf
*Internal Tasks
Int Tasks Time
The total time in HH:MM:SS (hours, minutes, seconds) that spent on internal calls
initiated by the agent 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.InternalCallsTimeToHalf