Cisco Cisco IPCC Web Option Mode D'Emploi

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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

Agent Name

The agent's last name and first name.
Derived from: Person.LastName + ', ' + Person.FirstName

Skill Group

The name of the skill group to which these agent is associated.
Derived from: Skill_Group.EnterpriseName

Aban Hold

The total number of calls that where abandoned while being held at the agent's
extension and/or the paused tasks that the agent ended during the given interval.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf

Aban Ring: Total Tasks

For voice: the total number of calls that were abandoned while the agent’s phone was
ringing. For non-voice: the total number of tasks that were abandoned while being
offered to an agent.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingCallsToHalf

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

Incoming Hold Tasks Total Tasks

The number of incoming tasks that were put on hold by the agent.
Derived from: Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf

Incoming Hold Tasks Avg Time

The average on hold time associated with incoming tasks the agent placed on hold or
paused.
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 +
Agent_Skill_Group_Half_Hour.NetAgentOutCallsOnHoldToHalf)