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
Aban Ring
For voice: the total number of calls that were abandoned while the agent’s phone was ringing. For
non-voice: the total number of tasks that were abandoned while being offered to an agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf
All Hold
The number of tasks completed by the agent in the given interval that were put on hold or paused in
the half hour interval. The InternalCallsOnHoldToHalf field in the following calculation applies to
voice only.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf
Aban Hold
The number of Unified ICM routed calls to the agent that abandoned while the call was on hold
and/or the number of paused tasks that the agent ended during the interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf
*External Out
The total number of completed outbound tasks made by agents in the skill group. The value is
updated in the database when any after-task work time associated with the task is completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
*Internal Out
The number of internal outgoing tasks that the agent made from the ACD extension. 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.InternalCallsToHalf
*Transfer Out
The number of tasks this agent transferred out to another agent or skill group. This includes
Consultative Tasks if this transfer was consultative - not blind. The value is updated at the time the
agent completes the transfer of the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf +
Agent_Skill_Group_Half_Hour.NetTransferredOutCallsToHalf
*Conf Out
The number of tasks that the skill group agent conferenced out to another agent or skill group. This
includes consultative Calls. The value is updated in the database when the agent drops off the task
or the task becomes a simple two-party task.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf +
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf