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 Time
Answer Wait
The sum of answer wait times for all tasks the agent begin during the interval.
For calls, the answer wait time is the total number of seconds that
callers spent ringing
at the agent’s voice device before being answered by the agent in the half hour
interval.
AnswerWaitTime is associated only with handled cal
ls and internal calls received, which
are accounted for under the CallsHandledToHalf and InternalCallsReceivedToHalf
tables, respectively.
AnswerWaitTime for skill groups is calculated as follows: RingTime + NetworkTime +
LocalQTime (for ICM systems) and NetQTime (for IPCC systems).
The AnswerWaitTime value is updated in the database at the time the call is answered.
NOTE: With the existence of a network VRU, in an ICM Enterprise deployment with an
IPCC System PG this value will not include time spent in the network VRU.
Derived from: Agent_Skill_Group_Half_Hour.AnswerWaitTimeToHalf
Task Time
Redirect No Answer
The number of tasks offered at the agents term
inal or phone that were redirected to
another location because of no answer at the agent's terminal.
Derived from: Agent_Skill_Group_Half_Hour.RedirectNoAnsCallsTimeToHalf
*Task Time
Supv Assist
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent on supervisor-assisted calls 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.SupervAssistCallsTimeToHalf
*Auto Out
Tasks
(Outbound Option only) The total number of completed AutoOut (predictive) calls
made
by the agent 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.AutoOutCallsToHalf
*Auto Out
Time
(Outbound Option only) The total handle time in HH:MM:SS (hours, minutes, seconds)
for completed AutoOut (predictive) calls handled by the agent in the skill group in the
half hour interval.
The AutoOutCallsTimeToHalf value includes the time spent fro
m the call being initiated
to the time the agent completes any after-call work for the call. 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.AutoOutCallsTimeToHalf