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
Log On Duration
The total time period in the half hour interval the agent was logged on measured in HH:MM:SS
(hours, minutes, seconds) format.
Derived from: Agent_Half_Hour.LoggedOnTimeToHalf
Handled
The number tasks that the agent ended in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
*Tasks Internal In
The number of times in the half hour interval that this agent received a direct internal or external
incoming call. This includes direct calls that were received from another agent through the transfer
or conference key that dialed the agent’s extension directly without going through Unified ICM
scripting. This does not include calls routed by Unified ICM to the agent.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRcvToHalf
*Tasks External Out
The number of external outgoing calls that the agent made from the ACD extension in the half hour
interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
*Tasks Internal Out
The number of internal outgoing calls that the agent made from the ACD extension in the half hour
interval.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf
*Tasks Transfer Out
The number calls this agent transferred out to another agent or skill group in the half hour interval.
This includes Consultative Calls if this transfer was consultative-not blind. This value is updated
when the agent completes the transfer.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf +
Agent_Skill_Group_Half_Hour.NetTransferredOutCallsToHalf
*Tasks Conf Out
The number calls that this agent conferenced out to another agent or skill group in the half hour
interval. This includes consultative Calls.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf +
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf