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
Incoming Tasks Handle Talk Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Active state for
tasks associated with the skill group during the half-hour interval. The value is based on TalkTime.
It is updated in the database when the after-task work time associated with the task (if any) has
completed.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf
Incoming Tasks Talk In Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent talking
on inbound tasks (neither outbound nor internal) during the half-hour interval. TalkInTime is
included in the calculation of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkInTimeToHalf
Incoming Tasks 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
Incoming Tasks Aban Hold
The total number of calls that were abandoned while being held by the agent and/or the number of
paused tasks the agent ended. This value is updated in the database at the time the held call
disconnects or the paused task ends.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf
Incoming Tasks Redirect No Answer
The number of tasks offered at the agent's terminal or phone that were redirected on failure to
respond. The value is updated in the database at the time the call is diverted to another device.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
*Incoming Tasks Trans In
The number of calls transferred to agents in the skill group during 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.