User Guide

DescriptionColunn (Field)
This is a calculated field derived from: :
(Agent_Skill_Group_Interval.HandledCallsTime /
Agent_Skill_Group_Interval.CallsHandled)
AHT
The average time spent by the agent in handling a task,
measured in HH:MM:SS (hours, minutes, seconds).
Derived from:
Agent_Skill_Group_Interval.IncomingCallsOnHold
Held Tasks
The number of incoming calls to this agent that were
placed on hold.
The average time in HH:MM:SS (hours, minutes,
seconds) that calls were put on hold, for all incoming
calls which included hold time.
Avg Hold
This is a calculated field derived from:
(Agent_Skill_Group_Interval.IncomingCallsOnHoldTime
/ Agent_Skill_Group_Interval.IncomingCallsOnHold)
Derived from:
Agent_Skill_Group_Interval.AbandonRingCalls
Aban 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.
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. This value is updated
when the agent completes the call.
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 Team Historical All Fields