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
Agent Name
The agent's last name and first name and agent's skill target ID.
Derived from: Person.LastName + ' ' + Person.FirstName + Agent.SkillTargetID
DateTime (no labe
l)
The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and
HH:MM:SS (hour, minute, second) format.
Derived from: Agent_Half_Hour.DateTime
Completed Tasks: Incoming Handled
The number of ICM Routed tasks this agent h
as handled in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledtoHalf
Completed Tasks: Incoming AHT
The average time spent by the agent in handling a task
in the half hour interval,
measured in HH:MM:SS (hours, minutes, seconds).
Derived from: (Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.CallsHandledToHalf)
Completed Tasks: Incoming Hold Tasks Held Tasks
The number of incoming calls to this agent that w
ere placed on hold in the half hour
interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Completed Tasks: Incoming Hold Tasks Avg Hold Time
The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold
in
the half hour interval, for all incoming calls which included hold time.
Derived from: (Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldT
oHalf)
Completed Tasks: Aban Ring
For voice: the total number of calls that were abandoned
while the agent’s phone was
ringing. For non-voice: the total number of tasks that were abandoned while being
offer
ed to an agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf
Completed Tasks: Redirect No
Answer
The number of tasks offered at the agents terminal or phone in the half
hour interval
that were redirected to another location because of the agent's failure to respond.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
Completed Tasks: Aban Hold
The number of ICM routed calls to the agent in the half hour
interval that abandoned
while the call was on hold and/or the number of paused tasks that the agent ended in
the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallstoHalf