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
Completed Tasks: Incoming AHT
The average time spent by the agent in handling a task, measured in HH:MM:S
S (hour,
minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: Incoming Hold Tasks Held Tasks
The number of incoming calls to this agent that were placed on hold.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Completed Tasks: Incoming Hold Tasks Avg Hold
Time
The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold,
for all incoming calls which included hold time.
Derived from: (Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)
Completed Tasks: Aban Ring
For voice: the total number of calls that were abandoned
while the agent’s phone was
ringing. For non-voice: the total number of tasks that were abandoned while being
offered to an agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf
Completed Tasks: Redirect No Answer
The number of tasks that left the agent's pho
ne or terminal that were redirected to
another dialed number because of no answer.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
Completed Tasks: Aban Hold
The number of ICM routed calls to the agent that abandoned while the call w
as on hold
and/or the number of paused tasks that the agent ended during the interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf
*Completed Tasks: Transfer In
The number of incoming calls that were transferred
to this agent from other agents
within the same peripheral that did not go to IVR for queuing. This value is updated
when the agent completes the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf
Note For blind transfers in IPCC Enterprise with an IPCC System PG, this field is updated
when the call that was blind transferred to an IVR is subsequently transferred to
another agent and the agent answers the call. For this call scenario this field is not
updated in IPCC Enterprise without an IPCC System PG.