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
*Conf Out
The number of tasks that the skill group agent conferenced out to another agent or skill group. 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. 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 during the given 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.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
*Barge In
(Unified CCE only) The number of tasks barged in on by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
*Intercept
(Unified CCE only) The number of tasks intercepted by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf
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.
Report Summary
The totals of agent data for all agents in the report.