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
Time Handled
The time the agent spent on Unified ICM routed tasks in the half hour interval, measured in
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf
*Time Internal In
The time the agent spent on direct incoming calls in the half hour interval, measured in
HH:MM:SS (hours, minutes, seconds). This does not include time spent on calls routed by Unified
ICM to the agent.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRvcdTimeToHalf
*Time External Out
The time the agent spent on outgoing external calls in the half hour interval, measured in
HH:MM:SS (hours, minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf
*Time Internal Out
The time the agent spent in outgoing internal calls in the half hour interval, measured in
HH:MM:SS (hours, minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf
Time All Hold
The time in HH:MM:SS (hours, minutes, seconds) where all tasks to the agent are on hold or
paused during the half-hour interval. HoldTime is counted only while the agent is doing no other
task-related activity. HoldTime is included in the calculation of LoggedOnTime. The
InternalCallsOnHoldTimeToHalf field in the following calculation applies to voice only.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf +
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf
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.
Report Summary
The total agent data for all agent teams in the report.