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 Team Reports
Incoming Tasks
Handle Talk Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
Active state for tasks associated with the skill group in the half hour interval. The value
is updated in the database when the after-task work time associated with the task (if
any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf
Active state for tasks associated with the skill group in the half hour interval. The value
is updated in the database when the after-task work time associated with the task (if
any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf
Incoming Tasks
Handle Time
The total handle time, in HH:MM:SS (hours, minutes, seconds), for inbound ACD tasks
counted as handled by the agent in the skill group in the half hour interval. Handle time
includes the time spent from the call being answered by the agent to the time the
agent completed after task work time for the task.
The value for HandledCallsTime is updated in the database when the after-task work
time associated with the task (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf
counted as handled by the agent in the skill group in the half hour interval. Handle time
includes the time spent from the call being answered by the agent to the time the
agent completed after task work time for the task.
The value for HandledCallsTime is updated in the database when the after-task work
time associated with the task (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf
Incoming Tasks
Hold Time
The total number of seconds that completed inbound tasks were placed on hold or
paused 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
paused 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
*Internal Tasks
Int Rcvd
The number of internal calls received by the agent in the half hour interval. 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.InternalCallsRcvdToHalf
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.InternalCallsRcvdToHalf
*Internal Tasks
Int Rcvd Time
The number of seconds spent on internal calls received by the agent in the half hour
interval. 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.InternalCallsRcvdTimeToHalf
interval. 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.InternalCallsRcvdTimeToHalf
*Internal Tasks
Int Tasks
The number of internal calls initiated by the agent in the half hour interval. 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.InternalCallsToHalf
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.InternalCallsToHalf