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 Aban Hold
The total number of calls that were abandoned while being held by the agent and/or the number of
paused tasks the agent ended. This value is updated in the database at the time the held call
disconnects or the paused task ends.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf
Incoming Tasks Redirect No Answer
The number of tasks offered to this agent that were redirected on failure to answer or to respond.
The value is updated in the database at the time the task is diverted to another device.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
*Incoming Tasks Trans In
The number of tasks transferred to agents in the skill group in the half hour interval. This value is
updated when the agent completes the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf
*Incoming Tasks Conf In
The number of incoming calls the agent was conferenced into. Incoming calls include ACD and
non-ACD calls. The value is updated in the database when the agent drops off the call or the call
becomes a simple two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
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.
*Incoming Tasks Short Tasks
The number of calls answered by the agent where the duration of the call fell short of the
peripherals Answered Short Calls threshold.
These calls are counted in the CallsOffered and CallsHandled statistics. A short call is a call that is
either abandoned or answered and terminated very quickly. By defining what you believe to be a
short call, then you can filter out those calls that you believe did not stay in the system long enough
to be counted as a real call.
Derived from: Agent_Skill_Group_Half_Hour.ShortCallsToHalf
Incoming Tasks Hold Tasks
The total time in HH:MM:SS (hours, minutes, seconds) the agent spent in the Hold/Paused State
measured in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf