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
*On Hold Tasks
Int Tasks
The total number of internal calls the agent placed on hold at least once. The value is
updated in the database when the after-call work time associated with the call (if any)
is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf
*On Hold Tasks Time
Out Extn
The total time in HH:MM:SS (hours, minutes, seconds) that outbound ACD calls were
placed on hold by agents in the skill group in the half hour interval. This value is
updated in the database when the after-call work associated with the call (if any) has
completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf
*On Hold Tasks Time
In Tasks
The total time in HH:MM:SS (hours, minutes, seconds) that completed inbound ACD
calls were placed on hold in the half hour interval. This 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.IncomingCallsOnHoldTimeToHalf
*On Hold Tasks Time
Int Tasks
The total time in HH:MM:SS (hours, minutes, seconds) that
completed internal calls
were placed on hold in the half hour interval. This value is updated in the database
when the after-call work time associated with the call (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf
Time Zone
The time zone for the date and time. The value is the offset in minutes from GMT.
Derived from: Agent_Skill_Group_Half_Hour.TimeZone
Recovery Key
A value used internally by the ICM software to track virtual time.
Derived from: Agent_Skill_Group_Half_Hour.RecoveryKey
*OutBound Tasks
Talk + Hold Time
The total talk time, in HH:MM:SS (hours, minutes, seconds),
for completed outbound
ACD calls handled by the agent in the skill group in the half hour interval. This value
includes the time spent from the call being initiated by the agent to the time the agent
begins after-call work for the call. It includes the HoldTime associated with the call.
AgentOutCallsTalkTime 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.AgentOutCallsTalkTimeToHalf