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 Skill Group Reports
*External Out Tasks: Avg Time
The average length of time in hours, minutes, and seconds (HH:MM:SS format) for outgoing tasks
made by the agent for the interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
*External Out Tasks: % Time
The percentage of all tasks handled by the agent for the period that were outgoing tasks.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
*Internal Out Tasks: Total Tasks
The total number of internal tasks initiated by the agent during the interval. The value is
incremented when the after-task work associated with the task is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf
*Internal Out Tasks: Avg Time
The average length of time in hours, minutes, and seconds (HH:MM:SS format) for completed
internal tasks made by the agent for the interval.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.InternalCallsToHalf
*Internal Out Tasks: % Time
The percentage of all tasks handled by the agent for the period that were internal tasks.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
*CB Messages: Total Tasks
The total number of callback messages that were processed by the agent during the interval.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf
*CB Messages: Avg Time
The average length in HH:MM:SS (hours, minutes, seconds) for callback messages that were
processed by the agent during the interval.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf /
Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf
*CB Messages: % Time
The percentage of all calls handled by the agent for the period that were callback messages.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf /
Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf