Real-Time and Historical Templates 177
8. Template Reference
Hold calls internal. The total number of completed internal calls the
agent placed on hold for the interval. The value is incremented when
the after-call work associated with the call is completed.
Hold calls internal average. The average on hold time associated with
internal calls the agent placed on hold.
Hold calls internal percent. The percentage of hold time associated
with internal calls the agent placed on hold. This value is measured
against the total time the agent was logged on during the interval.
Assistance calls total. The total number of calls for which the agent
received supervisor assistance during the interval. The value is
incremented when the supervisor assistance call completes.
Assistance calls average. The average time in seconds that the agent
received assistance for all supervisor-assisted calls during the
interval.
Assistance calls percent. The percentage of time that the agent spent
during the interval on supervisor-assisted calls. This value is
measured against the total time the agent was logged on during the
interval.
Conference calls in. The number of incoming calls on which the agent
was in conference. Incoming calls include ACD and non-ACD calls.
The value is incremented with the agent drops off the call and the
call becomes a simple two-party call.
Conference calls average. The average time in seconds that the agent
spent in conference with calls during the interval. This value
includes hold time associated with the conference calls.
Conference calls percent. The percentage of time that the agent spent
during the interval on conference calls. The percentage includes hold
time associated with the conference calls. This value is measured
against the total time the agent was logged on during the interval.
Conference calls out. The number conference calls the agent initiated.
Initiated calls include ACD and non-ACD calls. The value is
incremented with the agent drops off the call and the call becomes a
simple two-party call.