User Guide

3-51
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Agent Reports
*OutBound Tasks Ext Out
The total number of completed outbound tasks made by
agents in the skill group
during the half-hour interval. 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.AgentOutCallsToHalf
*OutBound Tasks Hand Time
The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed
outbound tasks handled by the agent in the skill group during the half-hour interval.
The AgentOutCallsTime value includes the time spent from the call being initiated by
the agent to the time the agent completes after-task work time for the task. 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.AgentOutCallsTimeToHalf
*OutBound Tasks Talk + Hold Ti
me
The total talk time, in HH:MM:SS (hours, minutes, seconds),
for completed outbound
ACD calls handled by the agent in the skill group during the half-hour interval. This
value includes the time spent from the call being initiated by the agent to the time the
agent begins after-call work for the call. It includes the HoldTime associated with the
call. AgentOutCallsTalkTime is updated in the database when the after-call-work time
associated with the call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTalkTimeToHalf
*OutBound Tasks Talk Out Ti
me
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent talking on outbound calls during the half-hour interval. TalkOutTime is included in
the calculation of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf
*OutBound Tasks Hold Tasks
The total number of completed outbound ACD c
alls that agents in the skill group have
placed on hold at least once. The value is updated in the database when the after-call
work time associated with the call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf
*OutBound Tasks Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that
outbound ACD calls were
placed on hold by agents in the skill group during the half-hour interval. This value is
updated in the database when the after-call work associated with the call (if any) has
complete.
Derived from: Agent_Skill_Group_Half_Hour
.AgentOutCallsOnHoldTimeToHalf
*Other Tasks TalkTime
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spen
t talking on other calls (neither inbound nor outbound) during the half-hour
interval. Examples of other calls include agent-to-agent transfers and supervisor calls.
TalkOtherTime is included in the calculation of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf