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
Tasks Completed: Incoming
The number of ICM Routed tasks this agent has handled.
Derived from: Agent_Skill_Group_Half_Hour.CallsHandledtoHalf
*Tasks Completed: Outgoing
The number of outgoing external calls that this
agent made during this interval.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsToHalf
Total Duration of Completed Tasks Incoming Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spe
nt actively working on incoming tasks in the half hour interval. For voice, this is the
time spent by agents while talking on an inbound call.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf
Total Duration of Completed Tasks Incoming Wrap upTime
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spe
nt while doing wrap up work on incoming tasks handled in the half hour interval.
Wrap-up work is task-related work performed by an agent after the task is over.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTime
ToHalf -
Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf -
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf
Total Duration of Completed Tasks Outgoing Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spe
nt actively working on outgoing external tasks in
the half hour interval. For voice,
this is the time spent by agents while talking on an outbound external call.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTalkTimeToHalf
Total Duration of Completed Tasks Outgoing Wrap upTime
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spen
t while doing wrap up work on outbound external tasks handled in the half hour
interval. Wrap-up work is task-related work performed by an agent after the task is
over.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsTimeToHalf -
Agent_Skill_
Group_Half_Hour.AgentOutCallsTalkTimeToHalf -
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf
Average Duration of Completed Tasks Incoming Active Time
The average time in HH:MM:SS (hours, minutes, se
conds) that agents in the skill group
spent actively working on incoming tasks in the half hour interval. For voice, this is the
time spent by agents while talking on an inbound call.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf /
Agent_Skill_
Group_Half_Hour.CallsHandledToHalf