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 Trans In Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent
handling calls transferred to them during the half-hour interval. The value is updated in the
database when the after-call work time associated with the call (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsTimeToHalf
*Incoming Tasks Conf In Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent was involved in an incoming
conference calls. This value includes time spent on both ACD and non-ACD conference calls
initiated by the agent.
The value is updated in the database when the agent drops off the call or the
call becomes a simple two-party call.
For blind conferences in Unified CCE, the value is updated in the database when an agent blind
conferences the call to an IVR.
For blind conferences in Unified CCE with an IPCC System PG, the value is not updated in the
database until the call that was blind conferenced to an IVR is subsequently answered by another
agent.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf
*Agent Term Tasks
The total number of ACD calls that were terminated by agents before the far end released. The
value is updated in the database at the time the call disconnects. The value includes AgentOutCalls
and CallsHandled for the agents in the skill group.
Derived from: Agent_Skill_Group_Half_Hour.AgentTerminatedCallsToHalf
*OutBound Tasks Trans Out
The number of calls transferred out by the agent during the half-hour interval. The value is updated
at the time the agent completes the transfer of the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf
*OutBound Tasks Conf Out
The number of conference calls the agent initiated. The conferenced out calls include ACD and
non-ACD calls. The count of ConferencedOutCalls 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.ConferencedOutCallsToHalf
*OutBound Tasks Conf Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in conference calls that
they initiated. The conferenced out calls include ACD and non-ACD calls. The value includes any
HoldTime for the call. 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.ConferencedOutCallsTimeToHalf