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
*Emergency
(IPCC only) The number of emergency assist requests made by the agent.
Derived from: Agent_Skill_Group_Half_Hour
.EmergencyAssistsToHalf
Log On Time
The total time in HH:MM:SS (hours, minutes, seconds
) that the agent was logged on in
the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Incoming Tasks Talk In Time
The total time in HH:MM:SS (hours, minutes, seconds) that
the agents in the skill
group, spent talking on inbound tasks (neither outbound nor internal) in the half hour
interval. TalkInTime is included in the calculation of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkInTimeToHalf
*Other Tasks TalkTime
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent talking on other calls (neither inbound nor outbound) in the half hour interval.
Examples of other calls include agent-to-agent transfers and supervisor calls.
TalkOtherTime is included in the calculation of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf
*OutBound Tasks Talk Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spe
nt talking on outbound calls in the half hour interval. TalkOutTime is included in the
calculation of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf
Hand Time
The total handle time in HH:MM:SS (hours, minutes, seconds) for completed outbound
tasks handled by the agent in the half hour interval.
The AgentOutCallsTime value includes the time spent from the task being initiated by
the agent to the time the agent completes after-task work time for the task. The value
is updated in the database when the after-task-work time associated with the task (if
any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf
Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that
completed incoming calls
were placed on hold and/or tasks were paused 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.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf