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
*Internal Tasks Hold
The total number of internal calls the agent 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) is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf
*Internal Tasks Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that completed internal calls were placed
on hold 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.InternalCallsOnHoldTimeToHalf
*Task Treatment Supv Assist
The number of calls for which agents received supervisor assistance during the half-hour interval.
The value is updated in the database when the supervisor assist call completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Task Treatment Supv Assist Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent on
supervisor-assisted calls during the half-hour interval. The value is updated in the database when
the supervisor assist call completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf
*Task Treatment Barge In
(Unified CCE only) The number of calls barged in on either by the supervisor or by the agent.
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
*Task Treatment Intercept
(Unified CCE only) The number of calls intercepted by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf
*Task Treatment Monitor
The number of calls monitored by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.MonitorCallsToHalf
*Task Treatment Whisper
The number of calls coached by the supervisor (not supported in ICM 5.0).
Derived from: Agent_Skill_Group_Half_Hour.WhisperCallsToHalf
*Task Treatment Emergency
(Unified CCE only) The number of emergency assist requests made either by the agent or by the
supervisor.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf