User Guide

4-125
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 Conf Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in conference calls that
they initiated. The conferenced out calls include ACD and non-ACD calls. The value includes any
HoldTime for the call. 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.ConferencedOutCallsTimeToHalf
Incoming Tasks Handle Talk Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Active state for
tasks associated with the skill group in the half hour interval. 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.HandledCallsTalkTimeToHalf
*Internal Tasks Int Rcvd
The number of internal calls received by the agent 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.InternalCallsRcvdToHalf
*Internal Tasks Int Rcvd Time
The total time in HH:MM:SS (hours, minutes, seconds) spent on internal calls received by the
agent 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.InternalCallsRcvdTimeToHalf
*Internal Tasks Int Tasks
The number of internal calls initiated by the agent 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.InternalCallsToHalf
*Internal Tasks Int Tasks Time
The total time in HH:MM:SS (hours, minutes, seconds) spent on internal calls initiated by the
agent 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.InternalCallsTimeToHalf
Incoming Tasks Redirect No Answer Time
The total time in HH:MM:SS (hours, minutes, seconds) that tasks were offered at the agents
terminal or phone before being redirected to another location because of the agent's failure to
respond.
The value is updated in the database at the time the task is diverted to another location.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsTimeToHalf