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 conference calls the agent initiated. The confe
renced out calls include
ACD and non-ACD calls. The count of ConferencedOutCalls 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.ConferencedOutCallsToHalf
*Out Extn
The total number of completed outbound ACD calls made by agents 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) has completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
Redirect
The number of tasks offered at the agents term
inal or phone that were redirected to
another location because of the agent's failure to respond.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
*Short Calls
The number of calls answered by the agent where the dur
ation of the call fell short of
the peripherals Answered Short Calls threshold. These calls are counted in the
CallsOffered and CallsHandled statistics. A short call is a call that is either abandoned
or answered and terminated very quickly. By defining what you believe to be a short
call, then you can filter out those calls that you believe did not stay in the system long
enough to be counted as a real call.
Derived from: Agent_Skill_Group_Half_Hour.ShortCallsToHalf
*Sup Assist
The number of calls for which agents received supervisor assistance in
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
*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
*Intercept
(IPCC only) The number of calls intercepted by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf
*Monitor
The number of calls monitored by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.MonitorCallsToHalf
*Whisper
The number of calls coached by the supervisor
(not supported in ICM 5.0).
Derived from: Agent_Skill_Group_Half_Hour.WhisperCallsToHalf