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 Conf In Time
The total time in HH:MM:SS (hours, minutes, seconds)
that the agent was involved in
an incoming conference calls. This value includes time spent on both ACD and non-ACD
conference calls initiated by the agent. The value is updated in the database when the
agent drops
off the call or the call becomes a simple two-party call.
For blind conferences in IPCC Enterprise, the value is updated in the database when an
agent blind conferences the call to an IVR.
For blind conferences in IPCC Enterprise with an IPCC System PG, the value is not
updated in the database until the call that was blind conferenced to an IVR is
subsequently answered by another agent.
Derived from: Agent_Skill_Group_Half_Hour
.ConferencedInCallsTimeToHalf
*Agent Term Tasks
The total number of ACD calls that were term
inated by agents before the far end
released. The value is updated in the database at the time the call disconnects. The
value includes AgentOutCalls and CallsHandled for the agents in the skill group.
Derived from: Agent_Skill_Group_Half_Hour.AgentTerminatedCallsToHalf
*OutBound Tasks Trans Out
The number of calls transferred out by the agent during the half-hour interval. The
v
alue is updated at the time the agent completes the transfer of the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf
*OutBound Tasks Conf Out
The number of conference calls the agent initiated. The confe
renced out calls include
ACD and non-ACD calls. The count of ConferencedOutCalls 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.ConferencedOutCallsToHalf
*OutBound Tasks Conf Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in
confe
rence calls that they initiated. The conferenced out calls include ACD and
non-ACD calls. The value includes any HoldTime for the call. 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.ConferencedOutCallsTimeToHalf
*OutBound Tasks Cons Out
The number of consultative calls completed by agents with at least one ACD call on
hold. The count is updated in the database when the after-call work time associated
with the consultative call (if any) has completed
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf
*OutBound Tasks Cons Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that
agents spent handling
consultative calls with at least on ACD call on hold. The value is updated in the
database when the after-call work time associated with the consultative call (if any)
has completed.
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsTimeToHalf