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. 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 during the given 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.

Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf

*Barge In

(Unified CCE only) The number of tasks barged in on by the supervisor.

Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf

*Intercept

(Unified CCE only) The number of tasks intercepted by the supervisor.

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