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
*Transfer Out
The number of tasks this agent transferred out to another agent or skill group in the
half
hour interval. This includes Consultative Tasks 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.TransferredOutCallsToHalf +
Agent_Skill_
Group_Half_Hour.NetTransferredOutCallsToHalf
*Conf Out
The number of tasks that the skill group agent
conferenced out to another agent or skill
group in the half hour interval. This includes consultative Calls. The value is updated in
the database when the agent drops off the task or the task becomes a simple two-party
task.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf +
Agent_Skill_
Group_Half_Hour.NetConferencedOutCallsToHalf
*Consult
The number of times an agent consulted with anoth
er agent or supervisor by the
conference or transfer key in the half hour interval. This includes consulted assisted
tasks.
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf +
Agent_Skill_
Group_Half_Hour.NetConsultativeCallsToHalf
*Supv Assist
The number of tasks for which agents received supervisor assistance
in the half hour
interval. The value is updated in the database when the supervisor-assisted task
completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Emerg Assist
(IPCC only) The number of emergency assist requests by the agent in the half hour
interv
al.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
*Barge In
(IPCC only) The number of tasks barged in on by
the supervisor in the half hour
interval.
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
*Intercept
(IPCC only) The number of tasks intercepted by the
supervisor in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf
Skill Group Summary
The total for each field for each skill group.
Media Summary
The totals for the agent data for all skill groups in the media routing domain into which
the agents we
re logged in the half hour interval.