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
*Conference Out Tasks Total Tasks
The number of conference calls the agent initiated. Initiated tasks include ACD and non-ACD
tasks. The value is incremented when the agent drops off the call and the call becomes a simple
two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf +
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf
*Conference Out Tasks Avg Time
The average time in HH:MM:SS (hours, minutes, seconds) that the agent spent in conference on
agent-initiated tasks during the interval. This value includes hold time associated with the
conference tasks.
Derived from: (Agent_Skill_Group_Half_Hour.ConferencedOutCallsTimeToHalf +
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsTimeToHalf)/
(Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf +
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf)
Peripheral Summary
The total of agent data for all agents in all media on the peripheral during the specified interval.
Agent Summary
The total data for each agent.
Report Summary
The Total of summary lines for all agent in the report.
agtper21: Agent Peripheral Task Summary Half Hour Report
Overview:
Subject A table of all agents on the selected peripheral(s) showing each agent's task
activity, gathered in half-hour increments.
Fields applicable to a voice domain only are prefixed with an asterisk (*).
Such fields are not applicable for e-mail or web media.
Purpose To show agent half-hour activity for all the agents connected to the
selected peripheral(s) during the selected time period.
Applicable environment Unified CCE, Unified ICM
Template type Historical table
Sort order By peripheral, then by agent's last name, first name, media routing domain,
and date and time