User Guide

4-54
WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 4 Agent Report Templates
Agent By Agent Reports
*OutBound Tasks Cons Out
The number of consultative calls completed by agents with at least one ACD call on hold. The
count is updated in the database when the after-call work time associated with the consultative call
(if any) has completed
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf
*OutBound Tasks Cons Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents spent handling consultative
calls with at least on ACD call on hold. The value is updated in the database when the after-call
work time associated with the consultative call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsTimeToHalf
*OutBound Tasks Ext Out
The total number of completed outbound tasks made by agents in the skill group during the
half-hour interval. 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.AgentOutCallsToHalf
*OutBound Tasks Hand Time
The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed outbound tasks
handled by the agent in the skill group during the half-hour interval. The AgentOutCallsTime value
includes the time spent from the call being initiated by the agent to the time the agent completes
after-task work time for the task. 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.AgentOutCallsTimeToHalf
*OutBound Tasks Talk + Hold Time
The total talk time, in HH:MM:SS (hours, minutes, seconds), for completed outbound ACD calls
handled by the agent in the skill group during the half-hour interval. This value includes the time
spent from the call being initiated by the agent to the time the agent begins after-call work for the
call. It includes the HoldTime associated with the call. AgentOutCallsTalkTime 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.AgentOutCallsTalkTimeToHalf
*OutBound Tasks Talk Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent talking
on outbound calls during the half-hour interval. TalkOutTime is included in the calculation of
TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf