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
Media
The media routing domain into which the agent is logged for doing this type of task. This is the
media routing domain associated with the Skill Group in which the agent worked when doing this
task.
Each media routing domain has its own skill groups. If an agent is logged into more than one media
routing domain, then that agent also belongs to more than one skill group.
Derived from: Media_Routing_Domain.EnterpriseName
Skill Group
The agent's skill group's enterprise name and skill target ID associated with the task. The ID of the
skill group of the skill group from which the agent is currently working.
Derived from: Skill_Group.EnterpriseName Skill_Group.SkillTargetID
Date
The date when the record was generated in MM/DD/YYYY (month, day, year) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
ASA
The agent's average speed of answer in HH:MM:SS (hour, minutes, seconds) calculated from the
time spent by callers when placed in queue and ringing at the agent’s desktop before the task is
answered divided by the number of tasks answered.
Derived from: Skill_Group_Half_Hour.AnswerWaitTimeToHalf /
Skill_Group_Half_Hour.CallsAnsweredToHalf
Completed Tasks Incoming: Handled
The number of tasks handled by this agent.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks Incoming: AHT
The average time spent by the agent in handling a task, measured in HH:MM:SS (hours, minutes,
seconds).
Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf)
Completed Tasks Incoming Hold Tasks: Held Tasks
The number of incoming calls to this agent that were placed on hold.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Completed Tasks Incoming Hold Tasks: Avg Hold Time
The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold, for all
incoming calls which included hold time.
Derived from: (Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)