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
*Supervisor Assist Tasks Avg Time
The average time in HH:MM:SS (hours, minutes, seconds) that the agent received assistance for all
supervisor-assisted tasks during the interval.
Derived from: (Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf)
*Conference In Tasks Total Tasks
The number of incoming tasks on which the agent was in conference. Incoming tasks include ACD
and non-ACD tasks. The value is incremented with the agent drops off the call and the call
becomes a simple two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
*Conference In Tasks Avg Time
The average time in HH:MM:SS (hours, minutes, seconds) that the agent spent in conference with
tasks during the interval. This value includes hold time associated with the conference tasks.
Derived from: (Agent_Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf)
*Conference Out Tasks Total Tasks
The number of conference calls the agent initiated. Initiated tasks include ACD and non-ACD
tasks. The value is incremented when the agent drops off the call and the call becomes a simple
two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf +
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf
*Conference Out Tasks Avg Time
The average time in HH:MM:SS (hours, minutes, seconds) that the agent spent in conference on
agent-initiated tasks during the interval. This value includes hold time associated with the
conference tasks.
Derived from: (Agent_Skill_Group_Half_Hour.ConferencedOutCallsTimeToHalf +
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsTimeToHalf) /
(Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf +
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf)
Media Summary
The totals for the agent data for all skill groups in the media routing domain into which the agents
were logged during the given interval.
Agent Summary
The total data for each agent.
Report Summary
The total data for all agents in report.