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
*Incoming Tasks: Conf In Time
The number of seconds the agent was involved in an incoming conference calls. This value
includes time spent on both ACD and non-ACD conference calls initiated by the agent. This value
is updated in the database when the agent drops off the call or the call becomes a simple two-party
call.
For blind conferences in Unified CCE, the value is updated in the database when an agent blind
conferences the call to an IVR.
For blind conferences in Unified CCE with an IPCC System PG, the value is not updated in the
database until the call that was blind conferenced to an IVR is subsequently answered by another
agent.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf
*OutBound Tasks: Conf Out Time
The number seconds the agent spent in conference calls that they initiated. The conferenced out
calls include ACD and non-ACD calls. The value includes any HoldTime for the call. It 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.ConferencedOutCallsTimeToHalf
Incoming Tasks: Handle Talk Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Active state for
tasks associated with the skill group in the half hour interval. The value is updated in the database
when the after-task work time associated with the task (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf
Incoming Tasks: Handle Time
The total handle time, in HH:MM:SS (hours, minutes, seconds), for inbound ACD tasks counted as
handled by the agent in the skill group in the half hour interval. Handle time includes the time spent
from the call being answered by the agent to the time the agent completed after task work time for
the task.
The value for HandledCallsTime is updated in the database when the after-task work time
associated with the task (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf
Incoming Tasks: Hold Time
The total number of seconds that completed inbound tasks were placed on hold or paused in the
half hour interval. This 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.IncomingCallsOnHoldTimeToHalf
*Internal Tasks: Int Rcvd
The number of internal calls received by the agent in the half hour interval. The 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.InternalCallsRcvdToHalf