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
Completed Tasks: Incoming AHT
The average time spent by the agent in handling a task in the half hour interval, measured in
HH:MM:SS (hours, minutes, seconds).
Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf)
Completed Tasks: Incoming Hold Tasks Hold Tasks
The number of incoming calls to this agent that were placed on hold in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Completed Tasks: Incoming Hold Tasks Avg Hold Time
The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold in the half
hour interval, for all incoming calls which included hold time.
Derived from: (Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)
Completed Tasks: Aban Ring
For voice: the total number of calls that were abandoned while the agent’s phone was ringing. For
non-voice: the total number of tasks that were abandoned while being offered to an agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf
Completed Tasks: Redirect No Answer
The number of tasks offered at the agents terminal or phone in the half hour interval that were
redirected to another location because of the agent's failure to respond.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
Completed Tasks: Aban Hold
The number of Unified ICM routed calls to the agent in the half hour interval that abandoned while
the call was on hold and/or the number of paused tasks that the agent ended during the interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallstoHalf
*Completed Tasks: Supv Assist
The number of calls an agent made to the supervisor for assistance in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Completed Tasks: Supv Assist Time
The length of supervisor assisted calls in the half hour interval, measured in HH:MM:SS (hours,
minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf