User Guide

4-219
WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 4 Agent Report Templates
Agent By Team Reports
Media
The media routing domain into which the agent is logged for doing this type of task. This is the
media routing domain associated with the Skill Group in which the agent worked when doing this
task.
Each media routing domain has its own skill groups. If an agent is logged into more than one media
routing domain, then that agent also belongs to more than one skill group.
Derived from: Media_Routing_Domain.EnterpriseName
Agent Name
The agent's last name and first name.
Derived from: Person.LastName + ', ' + Person.FirstName
Skill Group
The name of the skill group to which these agent is associated.
Derived from: Skill_Group.EnterpriseName
Aban Hold
The total number of calls that where abandoned while being held at the agent's extension and/or the
paused tasks that the agent ended during the given interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf
Aban Ring: Total Tasks
For voice: the total number of calls that were abandoned while the agent’s phone was ringing. For
non-voice: the total number of tasks that were abandoned while being offered to an agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf
Aban Ring: Avg Time
The average length of time associated with Ringing/offered tasks that were abandoned.
Derived from:
Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf /
Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf
Incoming Hold Tasks Total Tasks
The number of incoming tasks that were put on hold by the agent.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Incoming Hold Tasks Avg Time
The average on hold time associated with incoming tasks the agent placed on hold or paused.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf