User Guide

DescriptionColunn (Field)
/
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)
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.
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. This value is updated
when the agent completes the call.
This is a calculated field derived from:
Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf
Trans Out
+
Agent_Skill_Group_Half_Hour.NetTransferredOutCallsToHalf
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_Half_Hour.AgentOutCallsToHalf
Ext Out
The number of Outgoing external calls that this agent
made in the interval.
AGENT STATE TIMES
Derived from: Agent_Half_Hour.LoggedOnTimeToHalfLog On Duration
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 Team Historical All Fields