User Guide

4-124
WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 4 Agent Report Templates
Agent by Peripheral Reports
*OutBound Tasks Talk + Hold Time
The total talk time, in HH:MM:SS (hours, minutes, seconds), for completed outbound ACD calls
handled by the agent in the skill group in the half hour interval. This value includes the time spent
from the call being initiated by the agent to the time the agent begins after-call work for the call. It
includes the HoldTime associated with the call. AgentOutCallsTalkTime 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.AgentOutCallsTalkTimeToHalf
*Agent Term Tasks
The total number of ACD calls that were terminated by agents before the far end released. The
value is updated in the database at the time the call disconnects. The value includes AgentOutCalls
and CallsHandled for the agents in the skill group.
Derived from: Agent_Skill_Group_Half_Hour.AgentTerminatedCallsToHalf
*Callback Msgs
The number of callback messages processed by the agent in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf
*Callback Time
The number of seconds the agent spent processing callback messages in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf
*OutBound Tasks Cons Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent handling consultative
calls with at least one ACD call on hold. The value 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.ConsultativeCallsTimeToHalf
*Incoming Tasks Conf In Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent was involved in an incoming
conference calls. This value includes time spent on both ACD and non-ACD conference calls
initiated by the agent. The value is updated in the database when the agent drops off the call or the
call becomes a simple two-party call.
For blind conferences in Unified CCE, the value is updated in the database when an agent blind
conferences the call to an IVR.
For blind conferences in Unified CCE with an IPCC System PG, the value is not updated in the
database until the call that was blind conferenced to an IVR is subsequently answered by another
agent.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf