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 Transfer Out
The number calls this agent transferred out to another agent or skill group. 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. This includes
consultative Calls.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf +
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf
*Tasks Consult
The number of times an agent consulted with another agent or supervisor through the conference or
transfer key. 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 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 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 given 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.
Derived from: Agent_Skill_Group_Half_Hour.SupervisorAssistCallsToHalf