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 Peripheral Reports
*Ex ternal Out Tasks Total Tas ks
The total number of completed outbound tasks made by the agent during the selected interval. The
value is updated when the after-task work associated with the task is completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
*External Out Tasks Avg Time
The average length in HH:MM:SS (hours, minutes, seconds) for outgoing tasks made by the agent
for the selected interval.
Derived from: (Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf)
*In ternal Out Tasks Total Tas ks
The total number of internal tasks initiated by the agent during the selected interval. The value is
updated when the after-task work associated with the task is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf
*Internal Out Tasks Avg Time
The average length of time for completed internal tasks made by the agent for the selected interval.
Derived from: (Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.InternalCallsToHalf)
*CB Messages Total Tasks
The total number of callback messages that were processed by the agent during the selected
interval. Callback (CB) Messages are relevant only for the Aspect ACD.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf
*CB Messages
Avg Time
The average length in HH:MM:SS (hours, minutes, seconds) for callback messages that were
processed by the agent during the selected interval. Callback (CB) Messages are relevant only for
the Aspect ACD.
Derived from: (Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf /
Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf)
Media Summary
The totals of agent data for all skill groups in a media in which the agent was logged during the
given interval.
Agent Summary
The totals of agent data for an agent during the specified interval.
Peripheral Summary
The totals of agent data for all agents in all media on the peripheral during the specified interval.