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
Skill Group
The agent's skill group's enterprise name and skill target ID.
Derived from: Skill_Group.EnterpriseName and
Agent_Skill_
Group_Half_Hour.SkillTargetId
Date
The date when the record was generated in MM/DD/YYYY (month, day, year) format.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Log On Duration
The total time period the agent was logged in m
easured in HH:MM:SS (hours, minutes,
seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.LoggedOnTimeToHalf
Handled Tasks
The number of ICM routed tasks that the agent has handled.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Handled Time
The time the agent spent on ICM routed tasks,
measured in HH:MM:SS (hours,
minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf
*Internal In Tasks
The number of times that this agent received a
direct internal or external incoming
task. 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, 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 the agent made from
the ACD extension.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
*External Out Time
The time the agent spent on outgoing external
tasks, 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.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf