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
*Term
The total number of ACD calls that were terminated by agents before the far end released. The
value is updated in the database at the time the call disconnects. The value includes AgentOutCalls
and CallsHandled for the agents in the skill group.
Derived from: Agent_Skill_Group_Half_Hour.AgentTerminatedCallsToHalf
*OutBound Tasks Trans Out
The number of calls transferred out by the agent in the half hour interval. The value is updated at
the time the agent completes the transfer of the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf
*OutBound Tasks Conf Out
The number of conference calls the agent initiated. The conferenced out calls include ACD and
non-ACD calls. The count of ConferencedOutCalls 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.ConferencedOutCallsToHalf
*OutBound Tasks Conf Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in conference calls that
they initiated. The conferenced out 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.ConferencedOutCallsTimeToHalf
*OutBound Tasks Cons Out
The number of consultative calls completed by agents with at least one ACD call on hold. The
count is updated in the database when the after-call work time associated with the consultative call
(if any) has completed
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf
*OutBound Tasks Cons Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents spent handling consultative
calls with at least on ACD call on hold. The value is updated in the database when the after-call
work time associated with the consultative call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsTimeToHalf
*OutBound Tasks Ext Out
The total number of completed outbound ACD calls made by agents in the skill group in the half
hour interval. The value 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.AgentOutCallsToHalf