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
Not Ready Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent was in the Not Ready state
during the interval.
Derived from: Agent_Half_Hour.NotReadyTimeToHalf
Tasks Completed: Incoming
The number of Unified ICM Routed tasks this agent has handled.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledtoHalf
*Tasks Completed: Outgoing
The number of outgoing external calls that this agent made during this interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
Total Duration of Completed Tasks Incoming Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent actively
working on incoming tasks in the half hour interval. For voice, this is the time spent by agents
while talking on an inbound call.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf
Total Duration of Completed Tasks Incoming Wrap upTime
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent while
doing wrap up work on incoming tasks handled in the half hour interval. Wrap-up work is
task-related work performed by an agent after the task is over.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf -
Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf -
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf
Total Duration of Completed Tasks Outgoing Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent
actively working on outgoing external tasks in the half hour interval. For voice, this is the time
spent by agents while talking on an outbound external call.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTalkTimeToHalf
Total Duration of Completed Tasks Outgoing Wrap upTime
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent while
doing wrap up work on outbound external tasks handled in the half hour interval. Wrap-up work is
task-related work performed by an agent after the task is over.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf -
Agent_Skill_Group_Half_Hour.AgentOutCallsTalkTimeToHalf -
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf