User Guide

4-123
WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 4 Agent Report Templates
Agent by Peripheral Reports
*On Hold Calls Int Tasks
The total number of internal calls the agent placed on hold at least once. The value is updated in the
database when the after-call work time associated with the call (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf
*On Hold Calls Time Out Extn
The total number of seconds that outbound ACD calls were placed on hold by agents in the skill
group in the half hour interval. The value is updated in the database when the after-call work
associated with the call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf
On Hold Calls Time Inc Tasks
The total time in HH:MM:SS (hours, minutes, seconds) the agent spent in the Hold/Paused State
measured in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf
*On Hold Calls Time Int Tasks
The total number of seconds completed internal calls were placed on hold 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.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf
Time Zone
The time zone for the date and time. The value is the offset in minutes from GMT.
Derived from: Agent_Skill_Group_Half_Hour.TimeZone
Recovery Key
A value used internally by the software to track virtual time.
Derived from: Agent_Skill_Group_Half_Hour.RecoveryKey
*OutBound Tasks Hand Time
The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed outbound tasks
handled by the agent in the skill group in the half hour interval.
The AgentOutCallsTime value
includes the time spent from the call being initiated by the agent to the time the agent completes
after-task work time for the task. The value is updated in the database when the after-task-work
time associated with the task (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf