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
*Transfer In
The number of incoming tasks in the half hour interval that were transferred to this agent from
other agents within the same peripheral that did not go to IVR for queuing. This value is updated
when the agent completes the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf
Note For blind transfers in Unified CCE with an IPCC System PG, this field is updated when the call
that was blind transferred to an IVR is subsequently transferred to another agent and the agent
answers the call. For this call scenario this field is not updated in Unified CCE without an IPCC
System PG.
*Conf In
The number of incoming tasks in the half hour interval that were conferenced to this agent from
other agents on the same peripheral that did not go to the IVR for queuing.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
Note For blind conferences in Unified CCE with an IPCC System PG, this field is updated when the
call that was blind conferenced to an IVR is subsequently answered by another agent. For this
call scenario this field is not updated in Unified CCE without an IPCC System PG.
Skill Group Summary
The total of all agent data for all agents in the skill group.
Media Summary
The total of all agent data for each media routing domain.
Agent Summary
The total of all agent data for each agent.
Report Summary
The total of all agent data for all agents in report.