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 Internal Out
The number of internal outgoing calls that the
agent made from the ACD extension.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf
*Tasks Transfer Out
The number calls this agent transferred out
to another agent or skill group. 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. 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 supervi
sor through the
conference or transfer key. 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 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 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 given
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
*Tasks Supv Assist
The number of tasks that required supervisor assistance.
Derived from: Agent_Skill_Group_Half_Hour
.SupervisorAssistCallsToHalf
*Tasks Emerg Assist
(IPCC only) The number of tasks that required emergency assistance.
Derived from: Agent_Skill_Group_Half_Hour
.EmergencyAssistsToHalf