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
*Internal Hold Tasks Total Tasks
The total number of completed internal tasks the agent placed on hold for the interval. The value is
incremented when the after-call work associated with the call is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf
*Internal Hold Tasks Avg Time
The average on hold time associated with internal tasks the agent placed on hold.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf
*Sup Assist Tasks Total Tasks
The total number of tasks for which the agent received supervisor assistance during the interval.
The value is incremented when the supervisor assistance call completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Sup Assist Tasks Avg Time
The average time in HH:MM:SS (hours, minutes, seconds) that the agent received assistance for all
supervisor-assisted tasks during the interval.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Conference In Tasks Total Tasks
The number of incoming tasks on which the agent was in conference. Incoming tasks include ACD
and non-ACD tasks. The value is incremented with the agent drops off the call and the call
becomes a simple two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
*Conference In Tasks Avg Time
The average time in HH:MM:SS (hours, minutes, seconds) that the agent spent in conference with
tasks during the interval. This value includes hold time associated with the conference tasks.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
*Conference Out Tasks Total Tasks
The number of conference calls the agent initiated. Initiated tasks include ACD and non-ACD
tasks. The value is incremented when the agent drops off the call and the call becomes a simple
two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf +
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf