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
*Sup Assist
The number of calls for which agents received supervisor assistance in the half hour interval. The
value is updated in the database when the supervisor assist call completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Barge In
(Unified CCE only) The number of calls barged in on either by the supervisor or by the agent.
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
*Intercept
(Unified CCE only) The number of calls intercepted by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf
*Monitor
The number of calls monitored by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.MonitorCallsToHalf
*Whisper
The number of calls coached by the supervisor (not supported in ICM 5.0).
Derived from: Agent_Skill_Group_Half_Hour.WhisperCallsToHalf
*Emergency
(Unified CCE only) The number of emergency assist requests made by the agent.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
Log On Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent was logged on in the half
hour interval.
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Incoming Tasks Talk In Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agents in the skill group, spent
talking on inbound tasks (neither outbound nor internal) in the half hour interval. TalkInTime is
included in the calculation of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkInTimeToHalf
*Other Tasks TalkTime
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent talking
on other calls (neither inbound nor outbound) in the half hour interval. Examples of other calls
include agent-to-agent transfers and supervisor calls. TalkOtherTime is included in the calculation
of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf