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
*Task Treatment
Conference Out
The number of conference calls the agent initiated. The conferenced out calls include
ACD and non-ACD calls. The count of ConferencedOutCalls is updated in the database
when the agent drops off the call or the call becomes a simple two-party call.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedOutCallsToHalf
*Task Treatment
Out Extn
The total number of completed outbound ACD calls made by agents in the skill group in
the half hour interval. The value is updated in the database when the after-call-work
time associated with the call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
Task Treatment
Redirect No Answer
The number of tasks offered at the agents term
inal or phone that were redirected to
another location because of the agent's failure to respond.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
*Task Treatment
Short Tasks
The number of calls answered by the agent where the duration of the call fell short of
the peripherals Answered Short Calls threshold.
These calls are counted in the CallsOffered and CallsHandled statistics. A short call is a
call that is either abandoned or answered and terminated very quickly. By defining
what you believe to be a short call, then you can filter out those calls that you believe
did not stay in the system long enough to be counted as a real call.
Derived from: Agent_Skill_Group_Half_Hour.ShortCallsToHalf
*Task Treatment
Supv Assist
The number of calls for which agents received supervisor assistance in the half hour
interval. The value is updated in the database when the supervisor assist call
completes.
Derived from: Agent_Skill_Group_Half_Hour
.SupervAssistCallsToHalf
*Task Treatment
Barge In
(IPCC only) The number of calls to this agent barg
ed in on either by the supervisor or
by another agent.
Derived from: Agent_Skill_Group_Half_Hour.BargeInCallsToHalf
*Task Treatment
Intercept
(IPCC only) The number of calls intercepted by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf