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 Peripheral Reports
*Conf Out
The number of tasks that the skill group agent
conferenced out to another agent or skill
group. This includes consultative Calls. The value is updated in the database when the
agent drops off the task or the task becomes a simple two-party task.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf +
Agent_Skill_
Group_Half_Hour.NetConferencedOutCallsToHalf
*Consult
The number of times an agent consulted with anoth
er agent or supervisor by the
conference or transfer key. This includes consulted assisted tasks.
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf +
Agent_Skill_Group_Half_Hour.NetConsultativeCallsToHalf
*Supv Assist
The number of tasks for which agents received supervisor assistance during the given
interval. The value is updated in the database when the supervisor-assisted task
completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Emerg Assist
(IPCC only) The number of emergency assist requests by the agent.
Derived from: Agent_Skill_Group_Half_Hour
.EmergencyAssistsToHalf
*Barge In
(IPCC only) The number of tasks barged in on
by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour
.BargeInCallsToHalf
*Intercept
(IPCC only) The number of tasks intercepted by th
e supervisor.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf
Media Summary
The totals of agent data for all skill groups in
a media in which the agent was logged
during the given interval.
Agent Summary
The totals of agent data for an agent during the specified interval.
Peripheral Summary
The totals of agent data for all agents in all
media on the peripheral during the specified
interval.
Report Summary
The totals of agent data for all agents in the report.