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: Emerg Assist
(Unified CCE only) The number of calls that required emergency assistance in the half hour
interval.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
*Completed Tasks: Barge In
(Unified CCE only) The number of calls that were barged-in by the supervisor in the half hour
interval.
Derived from: Agent_Skill_Group_Half_Hour.BargedInCallsToHalf
*Completed Tasks: Intercept
(Unified CCE only) The number of calls that were intercepted by the supervisor in the half hour
interval.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf
Agent State Times: Active Time
The total time the agent spent talking (or being in the Active state) in the half hour interval.
Derived from: 
(Agent_Skill_Group_Half_Hour.TalkInTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf)
Agent State Times: Not Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Available or Not
Active state in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AvailTimeToHalf
Agent State Times: Hold Time
The time, measured in HH:MM:SS (hours, minutes, seconds) format, when all tasks to the agent
are on hold or paused in the half hour interval. HoldTime is counted only while the agent is doing
no other task-related activity. HoldTime is included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf
Agent State Times: Not Ready Time
The time the agent spent in the Not Ready State in the half hour interval, measured in HH:MM:SS
(hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf