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
*Task Treatment Barge In
(IPCC only) The number of calls barged in on either by the supervisor or by the agent.
Derived from: Agent_Skill_Group_Half_Hour
.BargeInCallsToHalf
*Task Treatment Intercept
(IPCC only) The number of calls intercepted by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf
*Task Treatment Monitor
The number of calls monitored by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.MonitorCallsToHalf
*Task Treatment Whisper
The number of calls coached by the supervisor
(not supported in ICM 5.0).
Derived from: Agent_Skill_Group_Half_Hour.WhisperCallsToHalf
*Task Treatment Emergency
(IPCC only) The number of emergency assist requests made ei
ther by the agent or by
the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
Agent Performance Log On Time
The total time, in HH:MM:SS (hours, minutes, seconds), the agent in the
skill group
was logged on during the half-hour interval. This value is calculated as follows:
TalkTimeToHalf + WorkReadyTimeToHalf + HoldTimeToHalf + ReservedStateTimeToHalf
+ InterruptedTimeToHalf + BusyOtherTimeToHalf + NotActiveTimeToHalf +
NotR
eadyTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent Performance Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that all tasks to the agent were
on
hold or paused during the half-hour interval. HoldTime is counted only while the
agent is doing no other task-related activity. HoldTime is included in the calculation of
LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf
Agent Performance Not Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
Available or Not Active state during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AvailTimeToHalf
Agent Performance Not Ready
The total time in HH:MM:SS (hours, minutes, seconds) that the agent in the skill group
w
as in the Not Ready state during the half-hour interval. NotReadyTime is included in
the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf