User Guide

DescriptionColunn (Field)
The number of calls this agent transferred to another
agent or skill group. This includes Consultative Calls if
this transfer was consultative-not blind. This value is
updated when the agent completes the transfer.
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_Interval.LoggedOnTimeLog On Duration
The total time in the interval the agent was logged in,
measured in HH:MM:SS (hours, minutes, seconds)
format.
This is a calculated field derived from:
(Agent_Skill_Group_Interval.TalkInTime +
% Active
Agent_Skill_Group_Interval.TalkOutTime +
Agent_Skill_Group_Interval.TalkOtherTime +
Agent_Skill_Group_Interval.TalkAutoOutTime +
Agent_Skill_Group_Interval.TalkPreviewTime +
Agent_Skill_Group_Interval.TalkReserveTime) /
Agent_Interval.LoggedOnTime)
The percentage of time that the agent has spent talking
on calls in this skill group in relation to LoggedOnTime.
This is a calculated field derived from:
Agent_Skill_Group_Interval.HoldTime/Agent_Interval.LoggedOnTimeTime
% Hold
The percentage of time that the agent has put a call on
hold or paused a task in relation to LoggedOnTime or
the interval, whichever is less.
This is a calculated field derived from:
(Agent_Skill_Group_Interval.AvailTime /
Agent_Interval.LoggedOnTime)
% Not Active
The percentage of time that the agent has spent in the
Not Active or Available state in relation to
LoggedOnTime. Applies to all skill groups.
This is a calculated field derived from:
(Agent_Skill_Group_Interval.NotReadyTime /
Agent_Interval.LoggedOnTime)
% Not Ready
The percentage of time that the agent has spent in the
Not Ready state in relation to LoggedOnTime or the
interval, whichever is less. Applies to all skill groups.
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