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
Agent Name
The agent's enterprise name and the skill targe
t ID of the skill group to which the agent
belongs.
Derived from: Agent.EnterpriseName + Agent_Skill_Group_Half_Hour.SkillTargetID
Date Time (no label)
The date and time at the start of the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Incoming Tasks Ans
The number of tasks answered in the half hour interval. The count for CallsAnswered is
updated in
the database at the time the task is answered.
Derived from: Agent_Skill_Group_Half_Hour.CallsAnsweredToHalf
Incoming Tasks Ans Wait Time
The sum of answer wait time in HH:MM:SS (hours, minutes, seconds) for all tasks
answered by
the agent in the half hour interval.
AnswerWaitTime is calculated as follows: RingTime + NetworkTime + LocalQTime (for
ICM systems) and NetQTime (for IPCC systems).
Derived from: Agent_Skill_Group_Half_Hour.AnswerWaitTimeToHalf
Note With the existence of a network VRU, in an ICM Enterprise deployment with an IPCC
System PG this value will not include time spent in the network VRU.
Incoming Tasks Handled
The total number of tasks handled by the agent in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledToHalf
Incoming Tasks Handled Time
The total handle time in HH:MM:SS (hours, minutes, seconds) for
inbound tasks
counted as handled by the agent in the skill group in the half hour interval.
Handle time includes the time spent from the
call being answered by the agent to the
time the agent completed after call work time for the call. The value for
HandledCallsTime 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.HandledCallsTimeToHalf
Incoming Tasks Handled 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