User Guide

IPCC Agent Report Templates agtskg27: Agent Skill Group Historical All Fields Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
*Callback
Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent processing
callback messages during the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.CallbackMessagesTimeToHalf
*Auto Out
Tasks
(Outbound Option only) The total number of completed AutoOut (predictive) calls made
by the agent in the skill group during the half-hour interval. The 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.AutoOutCallsToHalf
*Auto Out
Handle Time
(Outbound Option only) The total handle time, in HH:MM:SS (hours, minutes,
seconds), for completed AutoOut (predictive) calls handled by the agent in the skill
group during the half-hour interval.
The AutoOutCallsTimeToHalf value includes the time spent from the call being initiated
to the time the agent completes any after-call work for the call. The 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.AutoOutCallsTimeToHalf
*Auto Out
Talk + Hold Time
(Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds),
for completed AutoOut (predictive) calls handled by the agent in the skill group during
the half-hour interval.
This value includes the time spent from the call being initiated to the time the agent
begins after-call work for the call. It includes the HoldTime associated with the call.
AutoOutCallsTalkTime 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.AutoOutCallsTalkTimeToHalf
*Auto Out
Talk Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
the agent spent talking on AutoOut (predictive) calls during the half-hour interval.
TalkAutoOutTime is included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf
*Auto Out
Hold
(Outbound Option only) The total number of completed AutoOut (predictive) calls that
the agent in the skill group has placed on hold at least once. The 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.AutoOutCallsOnHoldToHalf