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
Media
The media routing domain into which the agent is logged for doing this type of task. This is the
media routing domain associated with the Skill Group in which the agent worked when doing this
task.
Each media routing domain has its own skill groups. If an agent is logged into more than one media
routing domain, then that agent also belongs to more than one skill group.
Derived from: Media_Routing_Domain.EnterpriseName
Date
The date when the record was generated in MM/DD/YYYY (month, day, year) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Handled
The tasks handled by the agent during the given interval. The count for handled tasks associated
with an agent is updated when the after-task work time associated with the task (if any) has
completed.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
*Internal In
The number of internal tasks (i.e., tasks not routed by Unified ICM to the agent) received by skill
group agents during the given 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.InternalCallsRcvdToHalf
*Transfer In
The number of tasks transferred into the skill group during the given interval. This value is updated
when the agent completes the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf
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.
*Conf In
The number of incoming tasks into which skill group agents were conferenced. 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.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
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.