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Cisco Cisco Unified Contact Center Enterprise 9.0(1) 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
*Completed Tasks: Supv Assist
The number of calls an agent made to the supervisor for assistance in the half hour 
interval.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Completed Tasks: Supv Assist Time
The length of supervisor assisted calls measured in HH:MM:SS (hours, minutes, 
seconds) format.
Derived from: Agent_Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf
*Completed Tasks: Emerg Assist
(IPCC only) The number of calls that required emergency assistance in the half hour 
interval.
Derived from: Agent_Skill_Group_Half_Hour.EmergencyAssistsToHalf
*Completed Tasks: Barge In
(IPCC only) The number of calls that were barged-in by the supervisor in the half hour 
interval.
Derived from: Agent_Skill_Group_Half Hour.BargeInCallsToHalf
*Completed Tasks: Intercept
(IPCC only) The number of calls that were intercepted by the supervisor in the half 
hour interval.
Derived from: Agent_Skill_Group_Half_Hour.InterceptCallsToHalf
Agent State Times: Active Time
The time the agent spent in the Active state in the half hour interval, measured in 
HH:MM:SS (hours, minutes, seconds) format.
Derived from: (Agent_Skill_Group_Half_Hour.TalkInTimeToHalf + 
Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf + 
Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf + 
Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf + 
 Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf + 
Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf)           
Agent State Times: Not Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the 
Available or Not Active state in the half hour interval.
Derived from: Agent_Half_Hour.AvailTimeToHalf
Agent State Times: Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) the agent spent in the 
Hold/Paused State measured in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf
Agent State Times: Not Ready Time
The time the agent spent in the Not Ready State in the half hour interval, measured in 
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Agent_Half_Hour.NotReadyTimeToHalf