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
Incoming Tasks Handle Talk Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
Active state for
tasks associated with the skill group during the half-hour interval. The
value is based on TalkTime. It 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.HandledCallsTalkTimeToHalf
Incoming Tasks Talk In Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent talking on inbound tasks (neither outbound nor internal) during the half-hour
interval. TalkInTime is included in the calculation of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkInTimeToHalf
Incoming Tasks Aban Ring
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.AbandonRingCallsToHalf
Incoming Tasks Aban Hold
The total number of calls that were abandone
d while being held by the agent and/or
the number of paused tasks the agent ended. This value is updated in the database at
the time the held call disconnects or the paused task ends.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf
Incoming Tasks Redirect No Answer
The number of tasks offered at the agent's terminal
or phone that were redirected on
failure to respond. The value is updated in the database at the time the call is diverted
to another device.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
*Incoming Tasks Trans In
The number of calls transferred to agents in the skill group during the half-hour
interval. This value is updated when the agent completes the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf
Note For blind transfers in IPCC Enterprise with an IPCC System PG, this field is updated
when the call that was blind transferred to an IVR is subsequently transferred to
another agent and the agent answers the call. For this call scenario this field is not
updated in IPCC Enterprise without an IPCC System PG.
*Incoming Tasks Conf In
The number of incoming calls the agent was conferenced into. Incoming calls include
ACD and non-
ACD calls. The value is updated in the database when the agent drops off
the call or the call becomes a simple two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf