User Guide

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates agent27: Agent Historical All Fields Report
*OutBound Tasks
Conf Out
The number of conference calls the agent initiated. The conferenced out calls include
ACD and non-ACD calls. The count of ConferencedOutCalls 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.ConferencedOutCallsToHalf
*OutBound Tasks
Conf Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in
conference calls that they initiated. The conferenced out calls include ACD and
non-ACD calls. The value includes any HoldTime for the call. 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.ConferencedOutCallsTimeToHalf
*OutBound Tasks
Cons Out
The number of consultative calls completed by agents with at least one ACD call on
hold. The count is updated in the database when the after-call work time associated
with the consultative call (if any) has completed
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf
*OutBound Tasks
Cons Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents spent handling
consultative calls with at least on ACD call on hold. The value is updated in the
database when the after-call work time associated with the consultative call (if any)
has completed.
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsTimeToHalf
*OutBound Tasks
Ext Out
The total number of completed outbound tasks made by agents in the skill group
during the half-hour interval. The value is updated in the database when the after-task
work time associated with the task (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
*OutBound Tasks
Hand Time
The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed
outbound tasks handled by the agent in the skill group during the half-hour interval.
The AgentOutCallsTime value includes the time spent from the call being initiated by
the agent to the time the agent completes after-task work time for the task. The value
is updated in the database when the after-task-work time associated with the task (if
any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf
*OutBound Tasks
Talk + Hold Time
The total talk time, in HH:MM:SS (hours, minutes, seconds), for completed outbound
ACD calls handled by the agent in the skill group during the half-hour interval. This
value includes the time spent from the call being initiated by the agent to the time the