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
*OutBound Tasks Talk + Hold Time
The total talk time, in HH:MM:SS (hours, minutes, seconds),
for completed outbound
ACD calls handled by the agent in the skill group in the half hour interval. This value
includes the time spent from the call being initiated by the agent to the time the agent
begins after-call work for the call. It includes the HoldTime associated with the call.
AgentOutCallsTalkTime 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.AgentOutCallsTalkTimeToHalf
*Agent Term Tasks
The total number of ACD calls that were term
inated by agents before the far end
released. The value is updated in the database at the time the call disconnects. The
value includes AgentOutCalls and CallsHandled for the agents in the skill group.
Derived from: Agent_Skill_Group_Half_Hour.AgentTerminatedCallsToHalf
*Callback Msgs
The number of callback messages processed by the agent in th
e half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf
*Callback Time
The number of seconds the agent spent processing callback message
s in the half hour
interval.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf
*OutBound Tasks Cons Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent handling
consultativ
e calls with at least one ACD call on hold. The value 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.ConsultativeCallsTimeToHalf
*Incoming Tasks Conf In Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent was involved in
an incoming conference calls. This value includes time spent on both ACD and non-ACD
conference calls initiated by the agent. The value is updated in the database when the
agent drops off the call or the call becomes a simple two-party call.
For blind conferences in IPCC Enterprise, the v
alue is updated in the database when an
agent blind conferences the call to an IVR.
For blind conferences in IPCC Enterprise with an IPCC System PG, the value is not
updated in the database until the call that was blind conferenced to an IVR is
subsequently answered by another agent.
Derived from: Agent_Skill_Group_Half_Hour
.ConferencedInCallsTimeToHalf
*OutBound Tasks Conf Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in
confe
rence calls that they initiated. The conferenced out calls include ACD and
non-ACD calls. The value includes any HoldTime for the call. 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.ConferencedOutCallsTimeToHalf