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 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.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Handled Time
The time the agent spent on Unified ICM routed tasks, 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. 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, 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.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
*External Out Time
The time the agent spent on outgoing external tasks, 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.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf