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
*Conference In Tasks Avg Time
The average time in HH:MM:SS (hours, minutes, seconds) that the agent spent in conference with
tasks during the interval. This value includes hold time associated with the conference tasks.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf/
Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
*Conference Out Tasks Total Tasks
The number of conference calls the agent initiated. Initiated tasks include ACD and non-ACD
tasks. The value is incremented when the agent drops off the call and the call becomes a simple
two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf
*Conference Out Tasks Avg Time
The average time in HH:MM:SS (hours, minutes, seconds) that the agent spent in conference on
agent-initiated tasks during the interval. This value includes hold time associated with the
conference tasks.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf
Media Summary
The totals of agent data for a media routing domain, in which the agent was logged during the
given interval
Agent Team Summary
The total agent data in the agent team.
Agent Summary
The total data for each agent.
Report Summary
The total agent data for all agent teams in the report.
agteam21: Agent Team Task Summary Half Hour Report
Overview:
Subject A table summary of agent call/task data for all the agents within the
selected agent team(s), gathered in half-hour increments.
Fields applicable to a voice domain only are prefixed with an asterisk (*).
Such fields are not applicable for e-mail or web media.
Purpose To show agent team half-hour activity (calls/tasks) for the selected time
period.