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 Team Reports
Interrupted Time
The time in HH:MM:SS (hours,minutes, seconds) that the agent was in the Interrupted state in the
half hour interval. This field is currently not used in the database.
Derived from: Agent_Skill_Group_Half_Hour.InterruptedTimeToHalf
DB DateTime
The date and time that data was last written to the Historical Database Server (HDS) from the
logger database. This is different from the time that the data was created. This is useful if you are
extracting data from the historical database and you want to see when it was last updated.
Derived from: Agent_Skill_Group_Half_Hour.DbDatetime
Net Cons Out
The number of network consultative calls completed by agents who have at least one call on hold.
Derived from: Agent_Skill_Group_Half_Hour.NetConsultativeCallsToHalf
Net Cons Out Time
The number of seconds spent on network consultative calls by agents who have at least one call on
hold.
Derived from: Agent_Skill_Group_Half_Hour.NetConsultativeCallsTimeToHalf
Net Conf Out
The number of conference calls initiated by agents.
Derived from: Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf
Net Conf Out Time
The number of seconds spent on conference calls.
Derived from: Agent_Skill_Group_Half_Hour.NetConferencedOutCallsTimeToHalf
Net Trans Out
The number of calls transferred out by agents in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.NetTransferredOutCallsToHalf
Agent By Team Reports
Reporting on this grouping of agents is useful to Call Center Supervisors who manage teams of agents.
For the report, select from the displayed list of agent teams in your enterprise.
This section includes:
• Summary List of Agent by Team Reports, page 4-194
• Agent by Team Real-Time Reports, page 4-195
• Agent by Team Historical Reports, page 4-212