User Guide

DescriptionColumn (Field)
Derived from:
Agent_Skill_Group_Interval.AbandonHoldCalls
Aban 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.TransferredInCalls
Trans 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
Trans Out
+
Agent_Skill_Group_Interval.NetTransferredOutCalls
The number of calls this agent transferred to
another agent or skill group in the interval. This
includes Consultative Calls if this transfer was
consultative-not blind. The value is updated at
the time the agent completes the transfer of the
call.
Derived from:
Agent_Skill_Group_Interval.AgentOutCalls
Ext Out
The number of outgoing external calls that this
agent made in the interval.
AGENT STATE TIMES
Derived from:
Agent_Skill_Group.LoggedOnTime
Log On Time
The total time during the interval the agent was
logged in, measured in HH:MM:SS (hours,
minutes, seconds) format.
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 Skill Group Historical All Fields