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
DateTime
The date and time when the record was generated in MM/DD/YYYY (month, day, year) and
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_ Skill_Group_Half_Hour.DateTime
Handled
The tasks handled by the skill group in the half hour interval. The count for handled tasks
associated with a skill group is updated when the after-task work time associated with the task (if
any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
*Internal In
The number of internal tasks received by skill group agents in the half hour interval. The value is
updated in the database when the after-task work time associated with the task (if any) is
completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRcvdToHalf
*Transfer In
The number of tasks transferred into the skill group in the half hour interval. This value is updated
when the agent completes the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf
Note For blind transfers in Unified CCE with an IPCC System PG, this field is updated when the call
that was blind transferred to an IVR is subsequently transferred to another agent and the agent
answers the call. For this call scenario this field is not updated in Unified CCE without an IPCC
System PG.
*Conf In
The number of incoming tasks into which skill group agents were conferenced in the half hour
interval. Incoming tasks include ACD and non-ACD tasks. The value is updated in the database
when the agent drops off the task or the task becomes a simple two-party.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
Note For blind conferences in Unified CCE with an IPCC System PG, this field is updated when the
call that was blind conferenced to an IVR is subsequently answered by another agent. For this
call scenario this field is not updated in Unified CCE without an IPCC System PG. task.
Redirect No Answer
The number of tasks offered at the agents terminal or phone that were redirected to another location
because of the agent's failure to respond in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf