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 Skill Group Reports
*Internal In Tasks
The number of times that this agent received a direct in
ternal or external incoming task
in the half hour interval. This includes direct tasks that were received from another
agent via the transfer or conference key that dialed the agent’s extension directly
without going through ICM scripting.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRcvdToHalf
*Internal In Time
The time the agent spent on direct incoming tasks in the half hour interval, measured
in HH:MM:SS (hours, minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRvcdTimeToHalf
*External Out Tasks
The number of external outgoing tasks that th
e agent made from the ACD extension in
the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
*External Out Time
The time the agent spent on outgoing externa
l tasks in the half hour interval,
measured in HH:MM:SS (hours, minutes, seconds). Includes hold time.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf
*Internal Out Tasks
The number of internal outgoing tasks that the agent
made from the ACD extension in
the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf
*Internal Out Time
The number of seconds spent on internal tasks initiate
d by the agent in the half hour
interval. The value is updated in the database when the after-call work time associated
with the task (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf
*Transfer Out
The number tasks this agent transferred out to another agent or skill group in the half
hour interval. This includes Consultative Calls if this transfer was consultative-not blind.
This value is updated when the agent completes the transfer of the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf +
Agent_Skill_Group_Half_Hour.NetTransferredOutCallsToHalf
*Conf Out
The number tasks that this agent conferenced out
to another agent or skill group in the
half hour interval. This includes consultative Calls.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf +
Agent_Skill_
Group_Half_Hour.NetConferencedOutCallsToHalf