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
*Transfer In
The number of tasks transferred into the skill group in the half hour interval. This value is updated
when the agent completes the call.
Note For blind transfers in Unified CCE with an IPCC System PG, this field is updated when the call
that was blind transferred to an IVR is subsequently transferred to another agent and the agent
answers the call. For this call scenario this field is not updated in Unified CCE without an IPCC
System PG.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf
*Conf In
The number of incoming tasks into which skill group agents were conferenced in the half hour
interval. Incoming tasks include ACD and non-ACD tasks. The value is updated in the database
when the agent drops off the task or the task becomes a simple two-party task.
Note For blind conferences in Unified CCE with an IPCC System PG, this field is updated when the
call that was blind conferenced to an IVR is subsequently answered by another agent. For this
call scenario this field is not updated in Unified CCE without an IPCC System PG.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
Redirect No Answer
The number of tasks offered at the agents terminal or phone in the half hour interval that were
redirected to another location because of the agent's failure to respond.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
Aban Ring
For voice: the total number of calls that were abandoned while the agent’s phone was ringing. For
non-voice: the total number of tasks that were abandoned while being offered to an agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf
All Hold
The number of tasks completed by the agent in the half hour interval that were put on hold or
paused. The InternalCallsOnHoldToHalf field in the following calculation applies to voice only.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf
Aban Hold
The number of Unified ICM routed calls to the agent that abandoned while the call was on hold
and/or the number of paused tasks that the agent ended in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf