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
*OutBound Tasks Hold Tasks
The total number of completed outbound ACD calls that agents in the skill group have placed on
hold at least once. 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.AgentOutCallsOnHoldToHalf
*OutBound Tasks Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that outbound ACD calls were placed on
hold by agents in the skill group during the half-hour interval. This value is updated in the database
when the after-call work associated with the call (if any) has complete.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf
*Other Tasks TalkTime
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent talking
on other calls (neither inbound nor outbound) during the half-hour interval. Examples of other calls
include agent-to-agent transfers and supervisor calls. TalkOtherTime is included in the calculation
of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf
*Internal Tasks Int Tasks
The number of internal calls initiated by the agent 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.InternalCallsToHalf
*Internal Tasks Int Tasks Time
The total time in HH:MM:SS (hours, minutes, seconds) that spent on internal calls initiated by the
agent 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.InternalCallsTimeToHalf
*Internal Tasks Int Rcvd
The number of internal calls received by the agent 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.InternalCallsRcvdToHalf
*Internal Tasks Int Rcvd Time
The total time in HH:MM:SS (hours, minutes, seconds) that spent on internal calls received by the
agent 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.InternalCallsRcvdTimeToHalf