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
Agent Performance Busy Other
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent in the
BusyOther state. BusyOtherTime is included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.BusyOtherTimeToHalf
*Callback Msgs
The number of callback messages processed by the agent during the half-hour interval. Not for
Outbound Option callbacks.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf
*Callback Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent processing callback
messages during the half-hour interval. Not for Outbound Option callbacks.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf
*Auto Out Tasks
(Outbound Option only) The total number of completed AutoOut (predictive) calls made by the
agent in the skill group 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.AutoOutCallsToHalf
*Auto Out Handle Time
(Outbound Option only) The total handle time, in HH:MM:SS (hours, minutes, seconds), for
completed AutoOut (predictive) calls handled by the agent in the skill group during the half-hour
interval.
The AutoOutCallsTimeToHalf value includes the time spent from the call being initiated to the
time the agent completes any after-call work for the call. 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.AutoOutCallsTimeToHalf
*Auto Out Talk + Hold Time
(Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds), for
completed AutoOut (predictive) 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 to the time the agent begins
after-call work for the call. It therefore includes the HoldTime associated with the call.
AutoOutCallsTalkTime 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.AutoOutCallsTalkTimeToHalf