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
Completed Tasks: Redirect No Answer
The number of tasks offered at the agents terminal or phone in the half hour interval that were
redirected to another location because of the agent's failure to respond.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
Completed Tasks: Aban Hold
The number of Unified ICM routed calls to the agent in the half hour interval that abandoned while
the call was on hold and/or the number of paused tasks that the agent ended in the half hour
interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallstoHalf
*Completed Tasks: Supv Assist
The number of calls an agent made to the supervisor for assistance in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Completed Tasks: Supv Assist Time
The length of supervisor assisted calls measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf
*Completed Tasks: Emerg Assist
(Unified CCE only) The number of calls that required emergency assistance in the half hour
interval.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
*Completed Tasks: Barge In
(Unified CCE only) The number of calls that were barged-in by the supervisor in the half hour
interval.
Derived from: Agent_Skill_Group_Half Hour.BargeInCallsToHalf
*Completed Tasks: Intercept
(Unified CCE only) The number of calls that were intercepted by the supervisor in the half hour
interval.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf
Agent State Times: Active Time
The time the agent spent in the Active state in the half hour interval, measured in HH:MM:SS
(hours, minutes, seconds) format.
Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf)