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
Average Duration of Completed Tasks Outgoing Wrap up Time
The average time in HH:MM:SS (hours, minutes,
seconds) that agents in the skill group
spent 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)/
Agent_Skill_Group_Half_Hour. AgentOutCallsToHalf
Incoming Hold Tasks Held Tasks
The number of incoming tasks that were put on hold in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Incoming Hold Tasks Hold Time
The total hold time in HH:MM:SS (hours, minutes, seconds) for incoming tasks that
we
re put on hold for the agent skill group in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf
Incoming Hold Tasks Avg Hold Time
The average hold time in HH:MM:SS (hours, min
utes, seconds) for incoming tasks that
were put on hold for the agent skill group in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Outgoing Hold Tasks Held Tasks
The number of outgoing tasks that were put on
hold in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.OutgoingCallsOnHoldToHalf
Outgoing Hold Tasks Hold Time
The total hold time in HH:MM:SS (hours, minutes, seconds) for outgoing tasks that
we
re put on hold for the agent skill group in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour
.OutgoingCallsOnHoldTimeToHalf
Outgoing Hold Tasks Avg Hold Time
The average hold time in HH:MM:SS (hours, minutes, seconds) for outgoing tasks that
we
re put on hold for the agent skill group in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.OutgoingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.OutgoingCal
lsOnHoldToHalf
NOTE: In the following summaries, the summary for FTE Agents Logged On is for an 8
hour shift. If the report interval is chosen to be less than 8 hours, then this value will
be lower than expected.
Agent Team Media Summary
The agent team total for the media routing domain during the given interval.