User Guide

4-52
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 Conf In
The number of incoming calls the agent was conferenced into. Incoming calls include ACD and
non-ACD calls. The value is updated in the database when the agent drops off the call or the call
becomes a simple two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
Note For blind conferences in Unified CCE with an IPCC System PG, this field is updated when the
call that was blind conferenced to an IVR is subsequently answered by another agent. For this
call scenario this field is not updated in Unified CCE without an IPCC System PG.
*Incoming Tasks Short Tasks
The number of calls answered by the agent where the duration of the call fell short of the
peripherals Answered Short Calls threshold. These calls are counted in the CallsOffered and
CallsHandled statistics. A short call is a call that is either abandoned or answered and terminated
very quickly. By defining what you believe to be a short call, then you can filter out those calls that
you believe did not stay in the system long enough to be counted as a real call.
Derived from: Agent_Skill_Group_Half_Hour.ShortCallsToHalf
Incoming Tasks Hold
The total number of completed inbound tasks the agent placed on hold or paused at least once. The
value 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.IncomingCallsOnHoldToHalf
Incoming Tasks Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that completed inbound tasks were placed
on hold or paused during the half-hour interval.
The value is updated in the database when the
after-call work time associated with the call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf
Incoming Tasks Aban Ring Time
The time that tasks were offered at an agent's phone or terminal before abandoning. RingTime
includes the seconds that the task spent ringing at an agent's phone before being answered. The
value is updated in the database at the time the task disconnects.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf
Incoming Tasks Redirect No Answer Time
The total time in HH:MM:SS (hours, minutes, seconds) that tasks were offered at the agents
terminal or phone before being redirected to another location because of the agent's failure to
respond.
The value is updated in the database at the time the task is diverted to another location.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsTimeToHalf