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
Incoming Tasks Ans Wait Time
The sum of answer wait time in HH:MM:SS (hours, minutes, seconds) for all tasks answered by
the agent in the half hour interval.
AnswerWaitTime is calculated as follows: RingTime + NetworkTime + LocalQTime (for Unified
ICM systems) and NetQTime (for Unified CCE systems).
Derived from: Agent_Skill_Group_Half_Hour.AnswerWaitTimeToHalf
Note With the existence of a network VRU, in a Unified ICME deployment with an IPCC System PG
this value will not include time spent in the network VRU.
Incoming Tasks Handled
The total number of tasks handled by the agent in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Incoming Tasks Handled Time
The total handle time in HH:MM:SS (hours, minutes, seconds) for inbound tasks counted as
handled by the agent in the skill group in the half hour interval.
Handle time includes the time spent from the call being answered by the agent to the time the agent
completed after call work time for the call. The value for HandledCallsTime is updated in the
database when the after-call work time associated with the call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf
Incoming Tasks Handled Talk Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Active state for
tasks associated with the skill group in the half hour interval.
The value is updated in the database when the after-task work time associated with the task (if any)
has completed.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf
Incoming Tasks Talk In Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent in the
active state (on incoming tasks) in the half hour interval. TalkInTime is included in the calculation
of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkInTimeToHalf
Incoming 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