User Guide

4-159
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 Out Time
The number of seconds spent on internal tasks 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 task (if any) is
completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf
*Transfer Out
The number tasks this agent transferred out to another agent or skill group in the half hour interval.
This includes Consultative Calls if this transfer was consultative-not blind. This value is updated
when the agent completes the transfer of the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf +
Agent_Skill_Group_Half_Hour.NetTransferredOutCallsToHalf
*Conf Out
The number tasks that this agent conferenced out to another agent or skill group in the half hour
interval. This includes consultative Calls.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf +
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf
*Consult
The number of times an agent consulted with another agent or supervisor through the conference or
transfer key in the half hour interval. This includes supervisor or emergency assisted tasks.
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf +
Agent_Skill_Group_Half_Hour.NetConsultativeCallsToHalf
All Hold Tasks
The number of tasks completed by the agent in the given interval that were put on hold or paused in
the half hour interval. The InternalCallsOnHoldToHalf field in the following calculation applies to
voice only.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf
All Hold Time
The time in HH:MM:SS (hours, minutes, seconds) where all tasks completed by the agent were put
on hold or paused in the half hour interval. The InternalCallsOnHoldTimeToHalf field in the
following calculation applies to voice only.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf +
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf