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
Note For blind conferences in IPCC Enterprise with an IPCC System PG, this field is updated
when the call that was blind conferenced to an IVR is subsequently answered by
another agent. For this call scenario this field is not updated in IPCC Enterprise
without an IPCC System PG.
*Incoming Tasks Short Tasks
The number of calls answered by the agent where the dur
ation of the call fell short of
the peripherals Answered Short Calls threshold. These calls are counted in the
CallsOffered and CallsHandled statistics. A short call is a call that is either abandoned
or answered and terminated very quickly. By defining what you believe to be a short
call, then you can filter out those calls that you believe did not stay in the system long
enough to be counted as a real call.
Derived from: Agent_Skill_Group_Half_Hour.ShortCallsToHalf
Incoming Tasks Hold
The total number of completed inbound tasks the agent place
d on hold or paused at
least once. The value 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.IncomingCallsOnHoldToHalf
Incoming Tasks Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that
completed inbound tasks
were placed on hold or paused during the half-hour interval. The value is updated in
the databas
e when the after-call work time associated with the call (if any) has
completed.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf
Incoming Tasks Aban Ring Time
The time that tasks were offered at an agen
t's phone or terminal before abandoning.
RingTime includes the seconds that the task spent ringing at an agent's phone before
being answered. The value is updated in the database at the time the task disconnects.
Derived from: Agent_Skill_Group_Half_Hour
.AbandonRingTimeToHalf
Incoming Tasks Redirect No Answer Time
The total time in HH:MM:SS (hours, minutes, seconds) that
tasks were offered at the
agents terminal or phone before being redirected to another location because of the
agent's failure to respond.
The value is updated in the database at the time the task
is diverted to another
location.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsTimeToHalf
*Incoming Tasks Trans In Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spe
nt handling calls transferred to them during the half-hour interval. The value is
updated in the database when the after-call work time associated with the call (if any)
is completed.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsTimeToHalf