User Guide

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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent by Peripheral Reports
Note For blind transfers in IPCC Enterprise with an IPCC System PG, this field is updated
when the call that was blind transferred to an IVR is subsequently transferred to
another agent and the agent answers the call. For this call scenario this field is not
updated in IPCC Enterprise without an IPCC System PG.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf
*Conf In
The number of incoming tasks into which skill gr
oup agents were conferenced in the
half hour interval. Incoming tasks include ACD and non-ACD tasks. The value is
updated in the database when the agent drops off the task or the task becomes a
simple two-party task.
Note For blind conferences in IPCC Enterprise with an IPCC System PG, this field is updated
when the call that was blind conferenced to an IVR is subsequently answered by
another agent. For this call scenario this field is not updated in IPCC Enterprise
without an IPCC System PG.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
Redirect No Answer
The number of tasks offered at the agents terminal or phone in the half
hour interval
that were redirected to another location because of the agent's failure to respond.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
Aban Ring
For voice: the total number of calls that were abandoned
while the agent’s phone was
ringing. For non-voice: the total number of tasks that were abandoned while being
offered to an agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf
All Hold
The number of tasks completed by the agent in the half hou
r interval that were put on
hold or paused. The InternalCallsOnHoldToHalf field in the following calculation applies
to voice only.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf
Aban Hold
The number of ICM routed calls to the agent that abandoned while the call w
as on hold
and/or the number of paused tasks that the agent ended in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf
*External Out
The total number of completed outbound tasks made
by agents in the skill group in the
half hour interval. The value is updated in the database when any after-task work time
associated with the task is completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf