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
*Cons Tasks
The number of consultative tasks completed by the agent with at least one ACD call on hold. The
count is updated in the database when the after-call work time associated with the consultative call
(if any) has completed
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf
*Conf In
The number of incoming calls the agent was conferenced into. Incoming calls include ACD and
non-ACD calls. The value is updated in the database when the agent drops off the call or the call
becomes a simple two-party call.
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.
*Conf Out
The number of conference calls the agent initiated. The conferenced out calls include ACD and
non-ACD calls. The count of ConferencedOutCalls is updated in the database when the agent
drops off the call or the call becomes a simple two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf
*Out Extn
The total number of completed outbound ACD calls made by agents 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) has completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
Redirect
The number of tasks offered at the agents terminal or phone that were redirected to another location
because of the agent's failure to respond.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
*Short Calls
The number of calls answered by the agent where the duration of the call fell short of the
peripherals Answered Short Calls threshold. These calls are counted in the CallsOffered and
CallsHandled statistics. A short call is a call that is either abandoned or answered and terminated
very quickly. By defining what you believe to be a short call, then you can filter out those calls that
you believe did not stay in the system long enough to be counted as a real call.
Derived from: Agent_Skill_Group_Half_Hour.ShortCallsToHalf