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
Log On Duration
The total time period in the half hour interval that the agent was logged in measured in HH:MM:SS
(hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Handled Tasks
The number of Unified ICM routed tasks that the agent has handled in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Handled Time
The time the agent spent on Unified ICM routed tasks in the half hour interval, measured in
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf
*Internal In Tasks
The number of times that this agent received a direct internal or external incoming task in the half
hour interval. This includes direct tasks that were received from another agent via the transfer or
conference key that dialed the agent’s extension directly without going through Unified ICM
scripting.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRcvdToHalf
*Internal In Time
The time the agent spent on direct incoming tasks in the half hour interval, measured in
HH:MM:SS (hours, minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRvcdTimeToHalf
*External Out Tasks
The number of external outgoing tasks that the agent made from the ACD extension in the half
hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
*External Out Time
The time the agent spent on outgoing external tasks in the half hour interval, measured in
HH:MM:SS (hours, minutes, seconds). Includes hold time.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf
*Internal Out Tasks
The number of internal outgoing tasks that the agent made from the ACD extension in the half hour
interval.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf