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
Agent Name (no label)
The last and first name of the agent and the agent's ID (in parentheses) in the skill group in which
agent resides.
Derived from: Person.LastName + ’ , ’ + Person.FirstName + Agent.SkillTargetID
Skill Group (no label)
The skill group in which the agent is active for the interval and Skill Group Skill Target ID.
Derived from: Agent_Skill_Group_Half_Hour.SkillGroupSkillTargetID
DateTime (no label)
The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and
HH:MM:SS (hour, minute, second) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Tasks Ans
The number of tasks begun in the half hour interval. The count for CallsAnswered is updated in
the database at the time the task is begun.
Derived from: Agent_Skill_Group_Half_Hour.CallsAnsweredToHalf
Tasks Hand
The total number of tasks handled for the call type in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
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
*Trans In
The number of calls transferred to the agent in the skill group in the half hour interval. The value is
updated in the database when the after-call work time associated with the call (if any) is completed.
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
*Trans Out
The number of calls transferred out by the agent in the half hour interval. The value is updated at
the time the agent completes the transfer of the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf