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
*Internal Tasks
The number of internal calls initiated by the agent 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.InternalCallsToHalf
*Internal Tasks Time
The total time in HH:MM:SS (hours, minutes, seconds) spent on internal calls initiated by the
agent 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.InternalCallsTimeToHalf
*Internal Tasks Internal In
The number of internal calls received by the agent 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.InternalCallsRcvdToHalf
*Internal Tasks Internal In Time
The total time in HH:MM:SS (hours, minutes, seconds) spent on internal calls received by the
agent 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.InternalCallsRcvdTimeToHalf
*Internal Tasks Hold
The total number of internal calls the agent placed on hold at least once. 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.InternalCallsOnHoldToHalf
*Internal Tasks Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that completed internal calls were placed
on hold 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.InternalCallsOnHoldTimeToHalf
*Task Treatment Supv Assist
The number of calls for which agents received supervisor assistance in the half hour interval. The
value is updated in the database when the supervisor assist call completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Task Treatment Supv Assist Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent on
supervisor-assisted calls in the half hour interval. The value is updated in the database when the
supervisor assist call completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf