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 Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that completed inbound tasks were placed
on hold or paused 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.IncomingCallsOnHoldTimeToHalf
Incoming Tasks Aban Ring Time
The total time in HH:MM:SS (hours, minutes, seconds) that calls rang at an agent's extension
before abandoning and/or the number of seconds that tasks were in the Reserved state before being
abandoned.
RingTime includes the seconds that the call spent ringing at an agents phone before being
answered. The value is updated in the database at the time the call disconnects.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf
Incoming Tasks Redirect Time
The total time in HH:MM:SS (hours, minutes, seconds) that tasks were offered to an agent before
being redirected on failure to answer/respond. The value is updated in the database at the time the
call is diverted to another device.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsTimeToHalf
*Incoming Tasks Trans In Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent
handling calls transferred to them in the half hour interval. The value is updated in the database
when the after-call work time associated with the call (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsTimeToHalf
*Incoming Tasks Conf In Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent was involved in an incoming
conference calls. This value includes time spent on both ACD and non-ACD conference calls
initiated by the agent.
This value is updated in the database when the agent drops off the call or the call becomes a simple
two-party call.
For blind conferences in Unified CCE, the value is updated in the database when an agent blind
conferences the call to an IVR.
For blind conferences in Unified CCE with an IPCC System PG, the value is not updated in the
database until the call that was blind conferenced to an IVR is subsequently answered by another
agent.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf