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
Skill Group
The name of the skill group to which these agent is associated.
Derived from: Skill_Group.EnterpriseName and Agent_Skill_Group_Half_Hour.SkillTargetId
Aban Hold
The total number of calls that where abandoned while being held at the agent's extension and/or the
paused tasks that the agent ended during the given interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf
Aban Ring: Total Tasks
For voice: the total number of calls that were abandoned while the agent’s phone was ringing. For
non-voice: the total number of tasks that were abandoned while being offered to an agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf
Aban Ring: Avg Time
The average length of time associated with Ringing/offered tasks that were abandoned.
Derived from:
Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf /
Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf
Incoming Hold Tasks Total Tasks
The total number of completed tasks the agent placed on hold or paused. The value is incremented
when the after-task work associated with the task is completed.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Incoming Hold Tasks Avg Time
The average on hold time associated with tasks the agent placed on hold or paused.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
*Outgoing Hold Tasks Total Tasks
The total number of completed outbound tasks the agent placed on hold at least once. The value is
incremented when the after-call work associated with the call is completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf
*Outgoing Hold Tasks Avg Time
The average on hold time in HH:MM:SS (hours, minutes, seconds) associated with outbound tasks
the agent placed on hold.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf