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
*Internal Tasks Int Tasks
The number of internal calls initiated by the
agent 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.InternalCallsToHalf
*Internal Tasks Int Tasks Time
The total time in HH:MM:SS (hours, minutes, seconds) that spent on internal calls
initiated by the agent 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.InternalCallsTimeToHalf
*Internal Tasks Int Rcvd
The number of internal calls received
by the agent 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.InternalCallsRcvdToHalf
*Internal Tasks Int Rcvd Time
The total time in HH:MM:SS (hours, minutes, seconds) that spent on internal calls
received by the agent 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.InternalCallsRcvdTimeToHalf
*Internal Tasks Hold
The total number of internal calls the agent 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)
is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf
*Internal Tasks Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that
completed internal calls
were placed on hold 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.InternalCallsOnHoldTimeToHalf
*Task Treatment Supv Assist
The number of calls for which agents receiv
ed supervisor assistance during the
half-hour interval. The value is updated in the database when the supervisor assist call
completes.
Derived from: Agent_Skill_Group_Half_Hour
.SupervAssistCallsToHalf
*Task Treatment Supv Assist Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent
on supervisor-assisted calls during the half-hour interval. The value is updated in
the database when the supervisor assist call completes.
Derived from: Agent_Skill_Group_Half_Hour
.SupervAssistCallsTimeToHalf