User Guide

3-206
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Team Reports
*Tasks External Out
The number of external outgoing calls that the agent
made from the ACD extension in
the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
*Tasks Internal Out
The number of internal outgoing calls that the agent made from the ACD extension in
the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf
*Tasks Transfer Out
The number calls this agent transferred out to another agent or
skill group in the half
hour interval. This includes Consultative Calls if this transfer was consultative-not blind.
This value is updated when the agent completes the transfer.
Derived from: Agent_Skill_Group_Half_Hour.TransferredOutCallsToHalf +
Agent_Skill_Group_Half_Hour.NetTransferredOutCallsToHalf
*Tasks Conf Out
The number calls that this agent conferenced out to another agent or skill group in the
half
hour interval. This includes consultative Calls.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf +
Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf
*Tasks Consult
The number of times an agent consulted with another agent or supervisor through the
conference or transfer key in the half hour interval. This includes supervisor or
emergency assisted calls.
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsToHalf +
Agent_Skill_Group_Half_Hour.NetConsultativeCallsToHalf
*Tasks Transfer In
The number of incoming calls in the half hour in
terval that were transferred to this
agent from other agents within the same peripheral that did not go to IVR for queuing.
This value is updated when the agent completes the call.
Derived from: Agent_Skill_Group_Half_Hour.TransferredInCallstoHalf
*Tasks Conf In
The number of incoming calls in the half hour interval that were conferenced to this
agent from other agents on the same peripher
al that did not go to the IVR for queuing.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsToHalf
Tasks All Hold
The number of tasks completed by the agent in the half hou
r interval that were put on
hold or paused. The InternalCallsOnHoldToHalf field in the following calculation applies
to voice only.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf