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
*External Out
The total number of completed outbound tasks made by agents in the skill group in the half hour
interval. The value is updated in the database when any after-task work time associated with the
task is completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
*Internal Out
The number of internal outgoing tasks that the agent made from the ACD extension in the half hour
interval. The value is updated in the database when the after-task work time associated with the
task (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf
*Transfer Out
The number of tasks this agent transferred out to another agent or skill group in the half hour
interval. This includes Consultative Tasks if this transfer was consultative - not blind. The value is
updated in the database when the agent completes the transfer of the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf +
Agent_Skill_Group_Half_Hour.NetTransferredOutCallsToHalf
*Conf Out
The number of tasks that the skill group agent conferenced out to another agent or skill group in the
half hour interval. This includes consultative Calls. The value is updated in the database when the
agent drops off the task or the task becomes a simple two-party task.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf +
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf
*Consult
The number of times an agent consulted with another agent or supervisor by the conference or
transfer key in the half hour interval. This includes consulted assisted tasks.
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf +
Agent_Skill_Group_Half_Hour. NetConsultativeCallsToHalf
*Supv Assist
The number of tasks for which agents received supervisor assistance in the half hour interval. The
value is updated in the database when the supervisor-assisted task completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Emerg Assist
(Unified CCE only) The number of emergency assist requests by the agent in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf