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
Task Treatment: Handled
The total number of tasks handled by the agent in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalfT
Task Treatment: Aban While Offer
For voice: the total number of calls that were abandoned while the agent’s phone was ringing. For
non-voice: the total number of tasks that were abandoned while being offered to an agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf
*Task Treatment: Transfer In
The number of calls transferred to the agent in the skill group in the half hour interval. This value is
updated when the agent completes the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf
*Task Treatment: Transfer Out
The number of calls transferred out by the agent in the half hour interval. The value is updated at
the time the agent completes the transfer of the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf
*Task Treatment: Consult Tasks
The number of consultative calls completed by the agent with at least one ACD call on hold. The
count is updated in the database when the after-call work time associated with the consultative call
(if any) has completed
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf
*Task Treatment: Conference In
The number of incoming calls the agent was conferenced into. Incoming calls include ACD and
non-ACD calls. The value is updated in the database when the agent drops off the call or the call
becomes a simple two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
*Task Treatment: Conference Out
The number of conference calls the agent initiated. The conferenced out calls include ACD and
non-ACD calls. The count of ConferencedOutCalls is updated in the database when the agent
drops off the call or the call becomes a simple two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf
*Task Treatment: Out Extn
The total number of completed outbound ACD calls made by agents in the skill group in the half
hour interval. The value is updated in the database when the after-call-work time associated with
the call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf