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
*On Hold Tasks Time: Int Tasks
The total time in HH:MM:SS (hours, minutes, seconds) that completed internal calls were placed
on hold in the half hour interval. This value is updated in the database when the after-call work
time associated with the call (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf
Time Zone
The time zone for the date and time. The value is the offset in minutes from GMT.
Derived from: Agent_Skill_Group_Half_Hour.TimeZone
Recovery Key
A value used internally by the software to track virtual time.
Derived from: Agent_Skill_Group_Half_Hour.RecoveryKey
*OutBound Tasks: Talk + Hold Time
The total talk time, in HH:MM:SS (hours, minutes, seconds), for completed outbound ACD calls
handled by the agent in the skill group in the half hour interval. This value includes the time spent
from the call being initiated by the agent to the time the agent begins after-call work for the call. It
includes the HoldTime associated with the call. AgentOutCallsTalkTime 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.AgentOutCallsTalkTimeToHalf
*Agent Term Tasks
The total number of ACD calls that were terminated by agents before the far end released. The
value is updated in the database at the time the call disconnects. The value includes AgentOutCalls
and CallsHandled for the agents in the skill group.
Derived from: Agent_Skill_Group_Half_Hour.AgentTerminatedCallsToHalf
*Callback: Msgs
The number of callback messages processed by the agent in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf
*Callback: Time
The number of seconds the agent spent processing callback messages in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf
*OutBound Tasks: Cons Out Time
The number of seconds agents spent handling consultative calls with at least on ACD call on hold.
The value 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.ConsultativeCallsTimeToHalf