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 Team Reports
*Tasks Supv Assist
The number of tasks that required supervisor assistance in
the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.SupervisorAssistCallsToHalf
*Tasks Emerg Assist
(IPCC only) The number of tasks that required
emergency assistance in the half hour
interval.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
*Tasks Barge In
(IPCC only) The number of tasks into which the super
visor has barged in the half hour
interval.
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
*Tasks Intercept
(IPCC only) The number of tasks that required interception
by the supervisor in the half
hour interval.
Derived from: Agent_Skill_Group_Half_Hour.InterceptedCallsToHalf
Time Handled
The time the agent spent on ICM routed tasks in
the half hour interval, measured in
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf
*Time Internal In
The time the agent spent on direct incoming calls in the half ho
ur interval, measured in
HH:MM:SS (hours, minutes, seconds). This does not include time spent on calls routed
by ICM to the agent.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsRvcdTimeToHalf
*Time External Out
The time the agent spent on outgoing external calls in the half hour interval, measured
in HH:MM:SS (hours, minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf
*Time Internal Out
The time the agent spent in outgoing internal calls
in the half hour interval, measured
in HH:MM:SS (hours, minutes, seconds).
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsTimeToHalf
Time All Hold
The time in HH:MM:SS (hours, minutes, seconds) where all tasks to the agent are on
hold or paused durin
g the half-hour interval. HoldTime is counted only while the agent
is doing no other task-related activity. HoldTime is included in the calculation of
LoggedOnTime. The InternalCallsOnHoldTimeToHalf field in the following calculation
applies to voice only.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf +
Agent_Skill_
Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf +
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf