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 Hold Tasks
The total time in HH:MM:SS (hours, minutes, seconds) the agent spe
nt in the
Hold/Paused State measured in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Incoming Tasks Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that completed inbound tasks
were placed on hold or paused 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.IncomingCallsOnHoldTimeToHalf
Incoming Tasks Aban Ring Time
The total time in HH:MM:SS (hours, minutes, seconds) that calls rang at an agent's
extension before abandoning and/or the n
umber of seconds that tasks were in the
Reserved state before being abandoned.
RingTime includes the seconds that the call spent ringing at an agents phone before
being answered. The value is updated in the database at the time the call disconnects.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf
Incoming Tasks Redirect Time
The total time in HH:MM:SS (hours, minutes, seconds) that
tasks were offered to an
agent before being redirected on failure to answer/respond. The value is updated in the
database at the time the call is diverted to another device.
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
spen
t handling calls transferred to them 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.TransferredInCallsTimeToHalf
*Incoming Tasks Conf In Time
The total time in HH:MM:SS (hours, minutes, seconds)
that the agent was involved in
an incoming conference calls. This value includes time spent on both ACD and non-ACD
conference calls initiated by the agent.
This value is updated in the database when the agent drops off the call or the call
becomes a simple two-party call.
For blind conferences in IPCC Enterprise,the value is updated in the database when an
agent blind conferences the call to an IVR.
For blind conferences in IPCC Enterprise with an IPCC System PG, the value is not
updated in the database until the call that was blind conferenced to an IVR is
subsequently answered by another agent.
Derived from: Agent_Skill_Group_Half_Hour
.ConferencedInCallsTimeToHalf