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ManualsBrandsCisco ManualsContact CenterCisco Unified Contact Center Enterprise 8.5(2)
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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
*Task Treatment Barge In
(Unified CCE only) The number of calls barged in on either by the supervisor or by an agent.
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
*Task Treatment Intercept
(Unified CCE only) The number of calls intercepted by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf
*Task Treatment Monitor
The number of calls monitored by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.MonitorCallsToHalf
*Task Treatment Whisper
The number of calls coached by the supervisor (not supported in ICM 5.0).
Derived from: Agent_Skill_Group_Half_Hour.WhisperCallsToHalf
*Task Treatment Emergency
(Unified CCE only) The number of emergency assist requests made either by the agent or by the
supervisor.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
Agent Performance Log On Time
The total time, in HH:MM:SS (hours, minutes, seconds), the agent in the skill group was logged on
in the half hour interval.
This value is calculated as follows:HoldTimeToHalf + TalkInTimeToHalf + TalkOutTimeToHalf +
TalkOtherTimeToHalf + AvailTimeToHalf + NotReadyTimeToHalf + WorkReadyTimeToHalf +
WorkNotReadyTimeToHalf + BusyOtherTimeToHalf + ReservedStateTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent Performance Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that all tasks to the agent were on hold or
paused in the half hour interval. HoldTime is counted only while the agent is doing no other
task-related activity. HoldTime is included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf
Agent Performance Not Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Available or Not
Active state in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AvailTimeToHalf