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
*Consult
The number of times an agent consulted with another agent or supervisor by the conference or
transfer key in the half hour interval. This includes consulted assisted tasks.
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf +
Agent_Skill_Group_Half_Hour.NetConsultativeCallsToHalf
*Supv Assist
The number of tasks for which agents received supervisor assistance in the half hour interval. The
value is updated in the database when the supervisor-assisted task completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Emerg Assist
(Unified CCE only) The number of emergency assist requests by the agent in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
*Barge In
(Unified CCE only) The number of tasks barged in on by the supervisor in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
*Intercept
(Unified CCE only) The number of tasks intercepted by the supervisor in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf
Skill Group Summary
The total for each field for each skill group.
Media Summary
The totals for the agent data for all skill groups in the media routing domain into which the agents
were logged in the half hour interval.
Agent Summary
The total for each field for each agent.
Report Summary
The total for all fields for all agents in the report.