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
Incoming Tasks Talk In Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent in the activ
e state (on incoming tasks) in the half hour interval. TalkInTime is
included in the calculation of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkInTimeToHalf
Incoming Tasks Aban Ring
For voice: the total number of calls that were abandoned while the agent’s phone was
ringing. For non-voice: the total number of tasks that were abandoned while being
offered to an agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf
Incoming Tasks Aban Hold
The total number of calls that were abandone
d while being held by the agent and/or
the number of paused tasks the agent ended. This value is updated in the database at
the time the held call disconnects or the paused task ends.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf
Incoming Tasks Redirect No Answer
The number of tasks offered to this agent that were redirected on failure to answer or
to respond. The value is updated in the database at the time the task is diverted to
another device.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
*Incoming Tasks Trans In
The number of tasks transferred to agents in the
skill group in the half hour interval.
This value is updated when the agent completes the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallsToHalf
*Incoming Tasks Conf In
The number of incoming calls the agent was conferenced into. Incoming calls include
ACD and non-
ACD calls. 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
.ConferencedInCallsToHalf
Note For blind transfers in IPCC Enterprise with an IPCC System PG, this field is updated
when the call that was blind transferred to an IVR is subsequently transferred to
another agent and the agent answers the call. For this call scenario this field is not
updated in IPCC Enterprise without an IPCC System PG.
*Incoming Tasks Short Tasks
The number of calls answered by the agent where the duration of the call fell short of
the peripherals Answered Short Calls threshold.
These calls are counted in the CallsOffered and CallsHandled statistics. A short call is a
call that is either abandoned or answered and terminated very quickly. By defining
what you believe to be a short call, then you can filter out those calls that you believe
did not stay in the system long enough to be counted as a real call.
Derived from: Agent_Skill_Group_Half_Hour.ShortCallsToHalf