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
*Agent Term Tasks
The total number of ACD calls that were term
inated by agents before the far end
released. The value is updated in the database at the time the call disconnects. The
value includes AgentOutCalls and CallsHandled for the agents in the skill group.
Derived from: Agent_Skill_Group_Half_Hour.AgentTerminatedCallsToHalf
*Callback
Msgs
The number of callback messages processed by the agent in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesToHalf
*Callback
Time
The number of seconds the agent spent processing callback message
s in the half hour
interval.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf
*OutBound Tasks
Cons Out Time
The number of seconds agents spent handling consultative calls with at least on ACD
call on hold. The value is updated in the database when the after-call work time
associated with the consultative call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.ConsultativeCallsTimeToHalf
*Incoming Tasks
Conf In Time
The number of seconds the agent was involved
in an incoming conference calls. This
value includes time spent on both ACD and non-ACD conference calls initiated by the
agent. This value is updated in the database when the agent drops off the call or the
call becomes a simple two-party call.
For blind conferences in IPCC Enterprise,the v
alue is updated in the database when an
agent blind conferences the call to an IVR.
For blind conferences in IPCC Enterprise with
an IPCC System PG,the value is not
updated in the database until the call that was blind conferenced to an IVR is
subsequently answered by another agent.
Derived from: Agent_Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf
*OutBound Tasks
Conf Out Time
The number seconds the agent spent in conference calls that they initiated. The
conferenced out calls include ACD and non-ACD calls. The value includes any HoldTime
for the call. It 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.ConferencedOutCallsTimeToHalf