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 Tasks Time
The total time in HH:MM:SS (hours, minutes, seconds) spent on
internal calls initiated
by the agent 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.InternalCallsTimeToHalf
*Internal Tasks Internal In
The number of internal calls received by the agent 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.InternalCallsRcvdToHalf
*Internal Tasks Internal In Time
The total time in HH:MM:SS (hours, minutes, seconds) spent on internal calls received
by
the agent 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.InternalCallsRcvdTimeToHalf
*Internal Tasks Hold
The total number of internal calls the agent placed on hold at least once. 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.InternalCallsOnHoldToHalf
*Internal Tasks Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that
completed internal calls
were placed on hold 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.InternalCallsOnHoldTimeToHalf
*Task Treatment Supv Assist
The number of calls for which agents received supervisor assistance in
the half hour
interval. The value is updated in the database when the supervisor assist call
completes.
Derived from: Agent_Skill_Group_Half_Hour
.SupervAssistCallsToHalf
*Task Treatment Supv Assist Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent
on supervisor-assisted calls in the half hour interval. The value is updated in the
database when the supervisor assist call completes.
Derived from: Agent_Skill_Group_Half_Hour
.SupervAssistCallsTimeToHalf
*Task Treatment Barge In
(IPCC only) The number of calls barged in on e
ither by the supervisor or by an agent.
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
*Task Treatment Intercept
(IPCC only) The number of calls intercepted by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf