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
Completed Tasks: Incoming Hold Tasks Held Tasks
The number of incoming calls to this agent that were placed on hold.
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,
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
offered 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 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 that abandoned while the call w
as on hold
and/or the number of paused tasks that the agent ended during the interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallstoHalf
*Completed Tasks: Supv Assist
The number of calls an agent made to th
e supervisor for assistance.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Completed Tasks: Supv Assist Time
The length of supervisor assisted calls measured in HH:MM:SS (hours, minutes,
seconds) format.
Derived from: Agent_Skill_Group_Half_Hour
.SupervAssistCallsTimeToHalf
*Completed Tasks: Emerg Assist
(IPCC only) The number of calls that requ
ired emergency assistance.
Derived from: Agent_Skill_Group_Half_Hour
.EmergencyAssistsToHalf
*Completed Tasks: Barge In
(IPCC only) The number of calls that were barged-in by the supervisor.
Derived from: Agent_Skill_Group_Half Hour.BargeInCallsToHalf
*Completed Tasks: Intercept
(IPCC only) The number of calls that were intercepted by
the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf