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 that left the agent's phone or terminal that were redirected to another dialed
number because of no answer.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
Completed Tasks: Aban Hold
The number of Unified ICM routed calls to the agent 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: 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
*Completed Tasks: Transfer Out
The number of calls this agent transferred 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
*Completed Tasks: External Out
The number of Outgoing external calls that this agent made in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
Agent State Times: Log On Duration
The total time in the half hour interval the agent was logged in, measured in HH:MM:SS (hours,
minutes, seconds) format.
Derived from: Agent_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Active Time
The percentage of time that the agent has spent talking on calls in this skill group in relation to
LoggedOnTime.
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) /
Agent_Half_Hour.LoggedOnTimeToHalf)