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Agent
Name
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First
name and last name of the agent.
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Agent_ID
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Login
ID of the agent.
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Extension IPCC
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Last
active Unified CCX extension that Unified Communications Manager assigned to
the agent.
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Extension Non IPCC
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Last
active non-Unified CCX extension that Unified Communications Manager assigned
to the agent. This field is blank if there are no calls to or from the
non-Unified CCX extension.
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Total
Inbound
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Total
calls that the agent receives.
Total
Inbound = Inbound Automatic Call Distribution (ACD) calls + Inbound non-ACD
calls.
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Inbound
ACD—Total
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Unified
CCX calls that the agent receives.
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Inbound
ACD—Avg Talk Time
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Average time that the agent spent in Talking state for received
Unified CCX calls.
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Inbound
ACD—Avg Hold Time
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Average
time that the agent put the received Unified CCX calls on hold.
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Inbound
ACD—Avg Work Time
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Average
time that the agent spent in Work state for received Unified CCX calls.
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Inbound Non-ACD On IPCC—Total
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Non-Unified CCX calls that are received by the agent on a
Unified CCX extension, including calls made by other agents and by outside
parties.
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Inbound
Non-ACD On IPCC—Avg Talk Time
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Average time that the agent spent in Talking state for
non-Unified CCX calls received on a Unified CCX extension.
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Inbound
Non-ACD On IPCC—Max Talk Time
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Maximum time that the agent spent in Talking state on a
non-Unified CCX call received on a Unified CCX extension.
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Inbound
Non-ACD On Non-IPCC—Total
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Non-Unified CCX calls received by the agent on a non-Unified CCX
extension including calls made by other agents and by outside parties.
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Inbound Non-ACD On Non-IPCCâ Avg Call Time
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Average
time that the agent spent in Talking state for non-Unified CCX calls received
on a non-Unified CCX extension.
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Inbound
Non-ACD On Non-IPCC— Max Call Time
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Maximum
time that the agent spent in Talking state on a received non-Unified CCX call
received on a non-Unified CCX extension.
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Outbound
On IPCC—Total
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Calls
that the agent dials on a Unified CCX extension including both connected and
attempted calls.
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Outbound On IPCC—Avg Call Time
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Average
call time of the outbound calls on a Unified CCX extension.
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Outbound On IPCC—Max Call Time
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Maximum time that the agent spent in Talking state on an
outbound call on a Unified CCX extension.
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Outbound On Non-IPCC—Total
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Calls
that the agent dials on a non-Unified CCX extension including both connected
and attempted calls.
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Outbound On Non-IPCC—Avg Talk Time
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The
average call time and the longest call time spent for the outbound calls on a
non-Unified CCX extension.
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Outbound On Non-IPCC—Max Talk Time
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Maximum time that the agent spent in Talking state on an
outbound call on a non-Unified CCX extension.
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ACD—Transfer In
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Unified CCX calls that are transferred to the agent.
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ACD—Transfer Out
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Unified CCX calls that the agent transfers out.
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ACD—Conference
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Inbound Unified CCX conference calls in which the agent
participates.
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