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
Aban Ring: Avg Time
The average length of time associated with Ringing/offered t
asks that were abandoned.
Derived from:
(Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf /
Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf)
Incoming Hold Tasks Total Tasks
The total time in HH:MM:SS (hours, minutes, seconds) the agent spe
nt in the
Hold/Paused State measured during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Incoming Hold Tasks Avg Time
The average on hold time associated with tasks the agent placed on hold or paused.
Derived from: (Agent_Skill_Group_Half_Hour
.IncomingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)
*Outgoing Hold Tasks Total Tasks
The total number of completed outbound tasks the agent placed
on hold at least once.
The value is incremented when the after-call work associated with the call is
completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf
*Outgoing Hold Tasks Avg Time
The average on hold time in HH:MM:SS (hours, minutes, seconds) associated with
outbound tasks the agent placed on hold.
Derived from: (Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf)
*Internal Hold Tasks Total Tasks
The total number of completed internal tasks the agen
t placed on hold for the interval.
The value is incremented when the after-call work associated with the call is
completed.
Derived from: Agent_Skill_Group_Half_Hour
.InternalCallsOnHoldToHalf
*Internal Hold Tasks Avg Time
The average on hold time associated with internal tasks the agent placed on hold.
Derived from: (Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf /
Agent_Skill_
Group_Half_Hour.InternalCallsOnHoldToHalf)
*Supervisor Assist TasksTotal Tasks
The total number of tasks for which the agent received supervisor assistance during the
interv
al. The value is incremented when the supervisor assistance call completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf