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: Redirect No Answer
The number of tasks offered at the agents terminal or phone that were redirected to another location
because of the agent's failure to respond.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
*Task Treatment: Short Tasks
The number of calls answered by the agent where the duration of the call fell short of the
peripherals Answered Short Calls threshold.
These calls are counted in the CallsOffered and CallsHandled statistics. A short call is a call that is
either abandoned or answered and terminated very quickly. By defining what you believe to be a
short call, then you can filter out those calls that you believe did not stay in the system long enough
to be counted as a real call.
Derived from: Agent_Skill_Group_Half_Hour.ShortCallsToHalf
*Task Treatment: Supv Assist
The number of calls for which agents received supervisor assistance in the half hour interval. The
value is updated in the database when the supervisor assist call completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Task Treatment: Barge In
(Unified CCE only) The number of calls to this agent barged in on either by the supervisor or by
another agent.
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
*Task Treatment: Intercept
(Unified CCE only) The number of calls intercepted by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf
*Task Treatment: Monitor
The number of calls monitored by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.MonitorCallsToHalf
*Task Treatment: Whisper
The number of calls coached by the supervisor (not supported in ICM 5.0).
Derived from: Agent_Skill_Group_Half_Hour.WhisperCallsToHalf
*Task Treatment: Emerg Assist
(Unified CCE only) The number of emergency assist requests made either by the agent or by the
supervisor.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf