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
*Tasks Consult
The number of times an agent consulted with another agent or supervisor through the conference or
transfer key in the half hour interval. This includes supervisor or emergency assisted calls.
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf +
Agent_Skill_Group_Half_Hour.NetConsultativeCallsToHalf
*Tasks Transfer In
The number of incoming calls in the half hour interval that were transferred to this agent from
other agents within the same peripheral that did not go to IVR for queuing. This value is updated
when the agent completes the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallstoHalf
*Tasks Conf In
The number of incoming calls in the half hour interval that were conferenced to this agent from
other agents on the same peripheral that did not go to the IVR for queuing.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
Tasks All Hold
The number of tasks completed by the agent in the half hour interval that were put on hold or
paused. The InternalCallsOnHoldToHalf field in the following calculation applies to voice only.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf
*Tasks Supv Assist
The number of tasks that required supervisor assistance in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.SupervisorAssistCallsToHalf
*Tasks Emerg Assist
(Unified CCE only) The number of tasks that required emergency assistance in the half hour
interval.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
*Tasks Barge In
(Unified CCE only) The number of tasks into which the supervisor has barged in the half hour
interval.
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
*Tasks Intercept
(Unified CCE only) The number of tasks that required interception by the supervisor in the half
hour interval.
Derived from: Agent_Skill_Group_Half_Hour.InterceptedCallsToHalf