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: Transfer Out
The number of calls this agent transferred 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
*Completed Tasks: External Out
The number of Outgoing external calls that this
agent made during this interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
Agent State Times: Log On Duration
The total time during the interval the agent was logged in, measured in HH:MM:SS
(hou
rs, minutes, seconds) format.
Derived from: Agent_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Active Time
The percentage of time that the agent has spent talking
on calls in this skill group in
relation to LoggedOnTime.
Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf) /
Agent_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Hold Time
The percentage of time that the agent has put
a call on hold or paused a task in
relation to LoggedOnTime or interval, whichever is less.
Derived:
Agent_Skill_Group_Half_Hour.HoldTimeToHalf/Agent_Half_Hour.LoggedOnTimeTimeTo
Half
Agent State Times: % Not Active
The percentage of time that the agent has spent in the Not Active or Available state in
relation to LoggedOnTime. Applies to all skill groups.
Derived from: (Agent_Skill_Group_
Half_Hour.AvailTimeToHalf /
Agent_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Not Ready
The percentage of time that the agent has spent in
the Not Ready state in relation to
LoggedOnTime or interval, whichever is less. Applies to all skill groups.
Derived from: (Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf /
Agent_Half_Hour.LoggedOnTimeToHalf)