User Guide

4-174
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: Redirect No Answer
The number of tasks that left the agent's phone or terminal that were redirected to another dialed
number because of no answer.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
Completed Tasks: Aban Hold
The number of Unified ICM routed calls to the agent that abandoned while the call was on hold
and/or the number of paused tasks that the agent ended in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf
*Completed Tasks: Transfer In
The number of incoming calls 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.
*Completed Tasks: Transfer Out
The number of calls this agent in the half hour interval that were transferred to another agent or
skill group. 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
*Completed Tasks: External Out
The number of Outgoing external calls that this agent made in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
Agent State Times: Log On Duration
The total time in the half hour interval the agent was logged in, measured in HH:MM:SS (hours,
minutes, seconds) format. If the Log On Duration = 00:00:00 for a given reporting half hour
interval, the report will not display the row for that half hour.
Derived from: Agent_Half_Hour.LoggedOnTimeToHalf