User Guide

DescriptionColumn (Field)
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_Half_Hour.AgentOutCallsToHalf
Ext Out
The number of outgoing external calls that this
agent made in the interval.
AGENT STATE TIMES
Derived from:
Agent_Skill_Group.LoggedOnTimeToHalf
Log On Duration
The total time during 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_Half_Hour.TalkInTimeToHalf
% Active
+
Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf
+
Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf
+
Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf
+
Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf
+
Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf)
/ Agent_Skill_Group.LoggedOnTimeToHalf)
The percentage of time that the agent has spent
talking on calls in this skill group in relation to
the agent's LoggedOnTime.
This is a calculated field, derived from:
Agent_Skill_Group_Half_Hour.HoldTimeToHalf/Agent_Half_Hour.LoggedOnTimeToHalf
% 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_Half_Hour.AvailTimeToHalf
/ Agent_Half_Hour.LoggedOnTimeToHalf)
% Not Active
The percentage of time that the agent has spent
in the Not Active or Available state in
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