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 Emerg Assist
(Unified CCE only) The number of tasks that required emergency assistance.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
*Tasks Barge In
(Unified CCE only) The number of tasks into which the supervisor has barged.
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
*Tasks Intercept
(Unified CCE only) The number of tasks that required interception by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.InterceptedCallsToHalf
Time Handled
The time the agent spent on Unified ICM routed tasks, 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, 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, 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, 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