Cisco Cisco E-Mail Manager Unity Integration Option 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 Agent Reports
Aban Ring: Avg Time
The average length of time associated with Ringing/offered tasks that were abandoned.
Derived from:
(Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf /
Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf)
Derived from:
(Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf /
Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf)
Incoming Hold Tasks Total Tasks
The total time in HH:MM:SS (hours, minutes, seconds) the agent spent in the
Hold/Paused State measured during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Hold/Paused State measured during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Incoming Hold Tasks Avg Time
The average on hold time associated with tasks the agent placed on hold or paused.
Derived from: (Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)
Derived from: (Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)
*Outgoing Hold Tasks Total Tasks
The total number of completed outbound tasks the agent placed on hold at least once.
The value is incremented when the after-call work associated with the call is
completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf
The value is incremented when the after-call work associated with the call is
completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf
*Outgoing Hold Tasks Avg Time
The average on hold time in HH:MM:SS (hours, minutes, seconds) associated with
outbound tasks the agent placed on hold.
Derived from: (Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf)
outbound tasks the agent placed on hold.
Derived from: (Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf)
*Internal Hold Tasks Total Tasks
The total number of completed internal tasks the agent placed on hold for the interval.
The value is incremented when the after-call work associated with the call is
completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf
The value is incremented when the after-call work associated with the call is
completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf
*Internal Hold Tasks Avg Time
The average on hold time associated with internal tasks the agent placed on hold.
Derived from: (Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf)
Derived from: (Agent_Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf /
Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf)
*Supervisor Assist TasksTotal Tasks
The total number of tasks for which the agent received supervisor assistance during the
interval. The value is incremented when the supervisor assistance call completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
interval. The value is incremented when the supervisor assistance call completes.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf