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
*Internal Tasks: Int Rcvd Time
The number of seconds spent on 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.InternalCallsRcvdTimeToHalf
*Internal Tasks: Int Tasks
The number of internal calls initiated 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.InternalCallsToHalf
*Internal Tasks: Int Tasks Time
The number of seconds spent on internal calls initiated 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.InternalCallsTimeToHalf
*Other Tasks: TalkTime
The number of seconds that agents in the skill group spent talking on other calls (neither inbound
nor outbound) in the half hour interval. Examples of other calls include agent-to-agent transfers
and supervisor calls. TalkOtherTime is included in the calculation of TalkTime and
LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf
*OutBound Tasks: Talk Out Time
The number of seconds that agents in the skill group spent talking on outbound calls in the half
hour interval. TalkOutTime is included in the calculation of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf
*Incoming Tasks: Trans In Time
The number of seconds that agents in the skill group spent handling calls transferred to them 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.TransferredInCallsTimeToHalf
Interrupted Time
The time in HH:MM:SS (hours,minutes, seconds) that the agent was in the Interrupted state in the
half hour interval. This field is currently not used in the database.
Derived from: Agent_Skill_Group_Half_Hour.InterruptedTimeToHalf