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
Average Duration of Completed Tasks Incoming Active Time
The average 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 /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Average Duration of Completed Tasks Incoming Wrap upTime
The average 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) /
(Agent_Skill_Group_Half_Hour.CallsHandledToHalf)
Average Duration of Completed Tasks Outgoing Active Time
The average 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/
Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
Average Duration of Completed Tasks Outgoing Wrap up Time
The average 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)/
Agent_Skill_Group_Half_Hour. AgentOutCallsToHalf
Incoming Hold Tasks Held Tasks
The number of incoming tasks that were put on hold during the interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Incoming Hold Tasks Hold Time
The total hold time in HH:MM:SS (hours, minutes, seconds) for incoming tasks that were put on
hold for the agent skill group during the interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf