User Guide

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates agteam27: Agent Team Historical All Fields Report
Incoming Tasks
Hold Time
The total number of seconds that completed inbound tasks were placed on hold or
paused during the half-hour interval. This 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
*Internal Tasks
Int Rcvd
The number of internal calls received 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.InternalCallsRcvdToHalf
*Internal Tasks
Int Rcvd Time
The number of seconds spent on internal calls received 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.InternalCallsRcvdTimeToHalf
*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 number of seconds 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
*Other Tasks
TalkTime
The number of 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
*OutBound Tasks
Talk Out Time
The number of 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