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
Tasks Ans
The number of tasks begun in the half hour interval. The count for CallsAnswered is
updated in
the database at the time the task is begun.
Derived from: Agent_Skill_Group_Half_Hour.CallsAnsweredToHalf
Tasks Hand
The total number of tasks handled for the call type in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
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
offer
ed to an agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf
*Trans In
The number of calls transferred to the agent in the
skill group in 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.
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.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf
*Trans Out
The number of calls transferred out by the agent
in the half hour interval. The value is
updated at the time the agent completes the transfer of the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf
*Cons Tasks
The number of consultative tasks completed by the agent with at least one ACD call on
hold.
The count is updated in the database when the after-call work time associated
with the consultative call (if any) has completed
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf
*Conf In
The number of incoming calls the agent was conferenced into. Incoming calls include
ACD and non-
ACD calls. The value is updated in the database when the agent drops off
the call or the call becomes a simple two-party call.
Derived from: Agent_Skill_Group_Half_Hour
.ConferencedInCallsToHalf
Note For blind conferences in IPCC Enterprise with an IPCC System PG, this field is updated
when the call that was blind conferenced to an IVR is subsequently answered by
another agent. For this call scenario this field is not updated in IPCC Enterprise
without an IPCC System PG.