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
Incoming Tasks Handle Talk Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
Active state
for tasks associated with the skill group in the half hour interval. 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.HandledCallsTalkTimeToHalf
*Internal Tasks Int Rcvd
The number of internal calls received by the agent 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.InternalCallsRcvdToHalf
*Internal Tasks Int Rcvd Time
The total time in HH:MM:SS (hours, minutes, seconds) spent on internal calls received
by the agent 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.InternalCallsRcvdTimeToHalf
*Internal Tasks Int Tasks
The number of internal calls initiated by the agent
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.InternalCallsToHalf
*Internal Tasks Int Tasks Time
The total time in HH:MM:SS (hours, minutes, seconds) spent on
internal calls initiated
by the agent 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.InternalCallsTimeToHalf
Incoming Tasks Redirect No Answer Time
The total time in HH:MM:SS (hours, minutes, seconds) that tasks were offered at the
agents terminal or phone before being redirected to another location because of the
agent's failure to respond.
The value is updated in the database at the time the task is diverted to another
location.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsTimeToHalf
*Incoming Tasks Trans In Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent h
andling calls transferred to them in the half hour interval. This value is updated
when the agent completes the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsTimeToHalf
Interrupted Time
The time in HH:MM:SS (hours,minutes, seconds) that the agent was in the Interrupted
state in the
half hour interval. This field is currently not used in the database.
Derived from: Agent_Skill_Group_Half_Hour.InterruptedTimeToHalf