User Guide

DescriptionColumn (Field)
Derived from:
Agent_Skill_Group_Interval.IncomingCallsOnHold
Held
The number of incoming calls to this agent that were placed
on hold in the interval.
This is a calculated field, derived from:
(Agent_Skill_Group_Interval. IncomingCallsOnHoldTime /
Agent_Skill_Group_Interval. IncomingCallsOnHold)
Avg Hold
The average time in HH:MM:SS (hours, minutes, seconds)
that calls were put on hold in the interval, for all incoming calls
which included hold time.
Derived from: Agent_Skill_Group_Interval.AbandonRingCallsAban Rings
For voice: the total number of calls that were abandoned while
the agent's phone was ringing.
For non-voice: the total number of tasks that were abandoned
while being offered to an agent.
Derived from:
Agent_Skill_Group_Interval.RedirectNoAnsCalls
RONA
The number of tasks that left the agent's phone or terminal that
were redirected to another dialed number because of no answer
in the interval.
Derived from: Agent_Skill_Group_Interval.AbandonHoldCallsAban Hold
The number of Unified ICM routed calls to the agent that
abandoned while the call was on hold and/or the number of
paused tasks that the agent ended in the interval.
Derived from: Agent_Skill_Group_Interval.TransferredInCallsTrans In
The number of incoming calls that were transferred to this
agent from other agents within the same peripheral that did not
go to IVR for queuing in the interval. This value is updated
when the agent completes the call.
Note: For blind transfers in Unified CCE with a Unified CCE
System PG, this field is updated when the call that was blind
transferred to an IVR is subsequently transferred to another
agent and the agent answers the call. For this call scenario this
field is not updated in Unified CCE without an Unified CCE
System PG
This is a calculated field, derived from:
Agent_Skill_Group_Interval.TransferredOutCalls +
Agent_Skill_Group_Interval.NetTransferredOutCalls
Trans Out
Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.0(4)
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Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports
Agent Historical All Fields