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
% Wrap Up Time
The percentage of time that the agent spent in wrap-up on all tasks counted as handled during the
interval. An agent doing wrap-up work is either in the Work Ready or Work Not Ready state. This
value is measured against the total time the agent was logged on during the half-hour interval.
Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) /
Skill_Group_Half_Hour.LoggedOnTimeToHalf (for the media routing domain and the time
sequence of the report)
*Ex ternal Out Tasks Total Tas ks
The total number of completed outbound tasks made by the agent during the selected interval. The
value is updated when the after-task work associated with the task is completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
*External Out Tasks Avg Time
The average length in HH:MM:SS (hours, minutes, seconds) for outgoing tasks made by the agent
for the selected interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
*In ternal Out Tasks Total Tas ks
The total number of internal tasks initiated by the agent during the selected interval. The value is
updated when the after-task work associated with the task is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf
*Internal Out Tasks Avg Time
The average length of time for completed internal tasks made by the agent for the selected interval.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.InternalCallsToHalf
*CB Messages Total Tasks
The total number of callback messages that were processed by the agent during the selected
interval. Callback (CB) Messages are relevant only for the Aspect ACD.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf
*CB Messages Avg Time
The average length in HH:MM:SS (hours, minutes, seconds) for callback messages that were
processed by the agent during the selected interval. Callback (CB) Messages are relevant only for
the Aspect ACD.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf /
Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf
Agent Team Summary
The total data for all agents in the team.