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
*Internal Tasks
Int Tasks Time
The number of seconds spent on 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.InternalCallsTimeToHalf
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.InternalCallsTimeToHalf
*Other Tasks
TalkTime
The number of seconds that agents in the skill group spent talking on other calls
(neither inbound nor outbound) in the half hour interval. Examples of other calls
include agent-to-agent transfers and supervisor calls. TalkOtherTime is included in the
calculation of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf
(neither inbound nor outbound) in the half hour interval. Examples of other calls
include agent-to-agent transfers and supervisor calls. TalkOtherTime is included in the
calculation of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf
*OutBound Tasks
Talk Out Time
The number of seconds that agents in the skill group spent talking on outbound calls in
the half hour interval. TalkOutTime is included in the calculation of TalkTime and
LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf
the half hour interval. TalkOutTime is included in the calculation of TalkTime and
LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf
*Incoming Tasks
Trans In Time
The number of seconds that agents in the skill group spent handling calls transferred to
them 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.TransferredInCallsTimeToHalf
them 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.TransferredInCallsTimeToHalf
Interrupted Time
The time in HH:MM:SS (hours,minutes, seconds) that the agent was in the Interrupted
state in the half hour interval. This field is currently not used in the database.
Derived from: Agent_Skill_Group_Half_Hour.InterruptedTimeToHalf
state in the half hour interval. This field is currently not used in the database.
Derived from: Agent_Skill_Group_Half_Hour.InterruptedTimeToHalf
DB DateTime
The date and time that data was last written to the ICM historical database (HDS) from
the logger database. This is different from the time that the data was created. This is
useful if you are extracting data from the historical database and you want to see when
it was last updated.
Derived from: Agent_Skill_Group_Half_Hour.DbDatetime
the logger database. This is different from the time that the data was created. This is
useful if you are extracting data from the historical database and you want to see when
it was last updated.
Derived from: Agent_Skill_Group_Half_Hour.DbDatetime
Net Cons Out
The number of network consultative calls completed by agents who have at least one
call on hold.
Derived from: Agent_Skill_Group_Half_hour.NetConsultativeCallsToHalf
call on hold.
Derived from: Agent_Skill_Group_Half_hour.NetConsultativeCallsToHalf
Net Cons Out Time
The number of seconds spent on network consultative calls by agents who have at least
one call on hold.
Derived from: Agent_Skill_Group_Half_hour.NetConsultativeCallsTimeToHalf
one call on hold.
Derived from: Agent_Skill_Group_Half_hour.NetConsultativeCallsTimeToHalf