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
Outgoing Hold Tasks Hold Time
The total hold time in HH:MM:SS (hours, minutes, seconds) for outgoing tasks that were put on
hold for the agent skill group in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.OutgoingCallsOnHoldTimeToHalf
Outgoing Hold Tasks Avg Hold Time
The average hold time in HH:MM:SS (hours, minutes, seconds) for outgoing tasks that were put on
hold for the agent skill group in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.OutgoingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.OutgoingCallsOnHoldToHalf
Note In the following summaries, the summary for FTE Agents Logged On is for an 8 hour shift. If
the report interval is chosen to be less than 8 hours, then this value will be lower than expected.
Agent Team Media Summary
The agent team total for the media routing domain during the given interval.
Media Summary
The total for each field for each agent logged into the media routing domain during the given
interval.
Report Summary
The total for all fields for all agents in the report.
agteam36: Agent Team Incoming/Outgoing Task Durations Daily
Overview:
Subject Table of task durations for incoming and outgoing tasks handled by agent
teams by day.
Note In the following descriptions, agent-dialed outbound calls or tasks
are different from Outbound Option calls that are program-dialed
outbound calls.
Purpose This report provides information on inbound and outbound task counts,
average durations, and total duration aggregated for the individually
selected teams.
Applicable environment Unified ICM and Unified CCE
Template type Historical Table
Default sort order Agent Team¸ Media, Agent Name and Datetime