User Guide

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WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 4 Agent Report Templates
Agent By Agent Reports
*External Out Tasks
Avg Time
The average length in HH:MM:SS (hours, minutes, seconds) for outgoing tasks made by the agent
for the selected interval.
Derived from: (Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf)
*Internal Out Tasks
Tota l Tasks
The total number of internal tasks initiated by the agent during the selected interval. The value is
updated when the after-task work associated with the task is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf
*Internal Out Tasks
Avg Time
The average length of time for completed internal tasks made by the agent for the selected interval.
Derived from: (Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.InternalCallsToHalf)
*CB Messages
Tota l Tasks
The total number of callback messages that were processed by the agent during the selected
interval. Callback (CB) Messages are relevant only for the Aspect ACD.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf
*CB Messages
Avg Time
The average length in HH:MM:SS (hours, minutes, seconds) for callback messages that were
processed by the agent during the selected interval. Callback (CB) Messages are relevant only for
the Aspect ACD.
Derived from: (Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf /
Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf)
Agent Summary
Total data for the agent.
Report Summary
Total data for all agents in the report.