User Guide

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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Agent Reports
*External Out Tasks
Avg Time
The average length in HH:MM:SS (hours, minutes, seconds) for outgoing tasks made
by the agent for the selected interval.
Derived from: (Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf /
Agent_Skill_
Group_Half_Hour.AgentOutCallsToHalf)
*Internal Out Tasks
Total Tasks
The total number of internal tasks initiated by the agent during the select
ed interval.
The value is updated when the after-task work associated with the task is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf
*Internal Out Tasks
Avg Time
The average length of time for completed inter
nal tasks made by the agent for the
selected interval.
Derived from: (Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.InternalCallsToHalf)
*CB Messages
Total Tasks
The total number of callback messages that were processed by the agent during the
selected interval. Callback (CB) Messages are relevant only for the Aspect ACD.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf
*CB Messages
Avg Time
The average length in HH:MM:SS (hours, minutes, seconds) for callback messages that
we
re processed by the agent during the selected interval. Callback (CB) Messages are
relevant only for the Aspect ACD.
Derived from: (Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf /
Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf)
Agent Summary
Total data for the agent.
Report Summary
Total data for all agents in the report.