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 Time: Log On Time
The total time the agent in the skill group was logged on in the half hour interval.
This value is calculated as follows:HoldTimeToHalf + TalkInTimeToHalf + TalkOutTimeToHalf +
TalkOtherTimeToHalf + AvailTimeToHalf + NotReadyTimeToHalf + WorkReadyTimeToHalf +
WorkNotReadyTimeToHalf + BusyOtherTimeToHalf + ReservedStateTimeToHalf
Derived from: Agent_Half_Hour.LoggedOnTimeToHalf
Task Time: Talk Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent in the
active state (on incoming tasks) in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.TalkInTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf
Task Time: Handled
The total handle time in HH:MM:SS (hours, minutes, seconds) for completed outbound tasks
handled by the agent in the skill group in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf
Task Time: Hold
The total time in HH:MM:SS (hours, minutes, seconds) that completed incoming tasks were placed
on hold or paused in the half hour interval. The value is updated in the database when the after-task
work time associated with the task (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf
Task Time: Aban While Offer
The total ring time associated with ACD calls that were abandoned while offered to the agent
and/or the time paused tasks were ended by the agent.
RingTime includes the seconds that the call spent ringing at an agents phone before being
answered. RingTime is updated in the database at the time the call disconnects.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf
Task Time: Not Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Available or Not
Active state in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AvailTimeToHalf
Task Time: Not Ready
The total time in HH:MM:SS (hours, minutes, seconds) that the agent in the skill group was in the
Not Ready state in the half hour interval. NotReadyTime is included in the calculation of
LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf