User Guide

DescriptionColumn (Field)
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_Half_Hour.AbandonRingCallsToHalf
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_Half_Hour.RedirectNoAnsCallsToHalf
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_Half_Hour.AbandonHoldCallsToHalf
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_Half_Hour.TransferredInCallsToHalf
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_Half_Hour.TransferredOutCallsToHalf
Trans Out
+
Agent_Skill_Group_Half_Hour.NetTransferredOutCallsToHalf
Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.0(4)
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Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports
Agent Skill Group Historical All Fields