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
Data:
Agent
The agent's last and first name.
Derived from: Person.LastName + ', ' + Person.FirstName and
Agent_Skill_
Group_Half_Hour.SkillTargetID
Skill Group
The agent's skill group's enterprise name and skill target ID associated with the task.
Derived from: Skill_Group.EnterpriseName and
Agent_Skill_Group_Half_Hour.SkillGroupSkillTargetID
DateTime
The date and time at the start of the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Incoming Tasks Ans
The number of tasks begun during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsAnsweredToHalf
Incoming Tasks AnsWait Time
The sum of answer wait time in HH:MM:SS (hours, minutes, seconds) for all tasks
begun
for the call type during the half-hour interval.
AnswerWaitTime is calculated as follows: RingTime + NetworkTime + LocalQTime (for
ICM systems) and NetQTime (for IPCC systems).
Derived from: Agent_Skill_Group_Half_Hour.AnswerWaitTimeToHalf
Note With the existence of a network VRU, in an ICM Enterprise deployment with an IPCC
System PG this value will not include time spent in the network VRU.
Incoming Tasks Handle
The total number of tasks handled for the call type during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Incoming Tasks Handle Time
The total handle time, in HH:MM:SS (hours, minutes, seconds), for inbound ACD tasks
coun
ted as handled by the agent in the skill group during the half-hour interval. Handle
time includes the time spent from the call being answered by the agent to the time the
agent completed after task work time for the task.
The value for HandledCallsTime is updated in the database when the after-task work
time associated with the task (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf