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
Ans Wait
The sum of answer wait times in HH:MM:SS (hours, minutes, seconds) for all tasks that
this agent began in the ha
lf hour interval.
AnswerWaitTime is calculated as follows: RingTime + NetworkTime + LocalQTime (for
ICM systems) and NetQTime (for IPCC systems).
NO
TE: With the existence of a network VRU, in an ICM Enterprise deployment with an
IPCC System PG this value will not include time spent in the network VRU.
Derived from: Agent_Skill_Group_Half_Hour.AnswerWaitTimeToHalf
*Sup Assist
The total time in HH:MM:SS (hours, minutes, seconds) that the agent in the skill group
spe
nt on supervisor-assisted calls 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.SupervAssistCallsTimeToHalf
*Auto Out Tasks
(Outbound Option only) The total number of completed AutoOut (predictive) calls made
by
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) has completed.
Derived from: Agent_Skill_Group_Half_Hour.AutoOutCallsToHalf
*Auto Out Time
(Outbound Option only) The total handle
time, in HH:MM:SS (hours, minutes,
seconds), for completed AutoOut (predictive) calls handled by the agent in the skill
group in the half hour interval.
The AutoOutCallsTimeToHalf value includes the time spent fro
m the call being initiated
to the time the agent completes any after-call work for the call. 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.AutoOutCallsTimeToHalf
*Auto Out Talk Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
the agent spen
t talking on AutoOut (predictive) calls in the half hour interval.
TalkAutoOutTime is included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.AutoOutCallsTalkTimeToHalf
*Auto Out On Hold
(Outbound Option only) The total number of completed AutoOut (predictive) calls that
the agent in the skill group has placed on hold at least once. 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.AutoOutCallsOnHoldToHalf
*Auto Out On Hold Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
AutoOut (predictive) calls were placed on hold by the agent in the skill group in the half
hour interval. The value is updated in the database when the after-call work associated
with the call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.AutoOutCallsOnHoldTimeToHalf