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
On Hold Calls Inc Tasks
The total number of completed inbound tasks the agent place
d on hold or paused at
least once. 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
.IncomingCallsOnHoldToHalf
*On Hold Calls Int Tasks
The total number of internal calls the agent 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)
is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf
*On Hold Calls Time Out Extn
The total number of seconds that outbound ACD calls were placed on hold by agents 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
.AgentOutCallsOnHoldTimeToHalf
On Hold Calls Time Inc Tasks
The total time in HH:MM:SS (hours, minutes, seconds) the agent spent in th
e
Hold/Paused State measured in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf
*On Hold Calls Time Int Tasks
The total number of seconds completed internal c
alls were placed on hold 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.InternalCallsOnHoldTimeToHalf
Time Zone
The time zone for the date and time. The value is the offset in minutes from GMT.
Derived from: Agent_Skill_Group_Half_Hour.TimeZone
Recovery Key
A value used internally by the ICM software to track virtual time.
Derived from: Agent_Skill_Group_Half_Hour.RecoveryKey
*OutBound Tasks Hand Time
The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed
outbound tasks handled
by the agent in the skill group in the half hour interval. The
Ag
entOutCallsTime value includes the time spent from the call 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.AgentOutCallsTimeToHalf