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 Barge In
(IPCC only) The number of tasks into which the
supervisor has barged.
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
*Tasks Intercept
(IPCC only) The number of tasks that required
interception by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.InterceptedCallsToHalf
Time Handled
The time the agent spent on ICM routed tasks,
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, 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, 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, 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
Media Summary
The totals of agent data for a media routing domain, in which the agent was logged
during the giv
en interval
Agent Team Summary
The total agent data in the agent team.
Report Summary
The total agent data for all agent teams in the report.