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
Monitor
The number of calls monitored by the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.MonitorCallsToHalf
*Task Treatment
Whisper
The number of calls coached by the supervisor
(not supported in ICM 5.0).
Derived from: Agent_Skill_Group_Half_Hour.WhisperCallsToHalf
*Task Treatment
Emerg Assist
(IPCC only) The number of emergency assist requests made ei
ther by the agent or by
the supervisor.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
Task Time
Log On Time
The total time the agent in the skill group was logged
on in the half hour interval.
This value is calculated as follows:HoldTimeToHalf + TalkInTimeToHalf +
TalkOutTimeToHalf + TalkOtherTimeToHalf + AvailTimeToHalf + NotReadyTimeToHalf +
WorkReadyTimeToHalf + WorkNotReadyTimeToHalf + BusyOtherTimeToHalf +
ReservedStateTimeToHalf
Derived from: Agent_Half_Hour.LoggedOnTimeToHalf
Task Time
Talk Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent in the active state (on incoming tasks) in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.TalkInTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf +
Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf
Task Time
Handled
The total handle time in HH:MM:SS (hours, minutes, seconds) for completed outbound
tasks handled by the agent in the skill group in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf
Task Time
Hold
The total time in HH:MM:SS (hours, minutes, seconds) that
completed incoming tasks
were placed on hold or paused in the half hour interval. The value is updated in the
database when the after-task work time associated with the task (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf