User Guide

IPCC Agent Report Templates agteam27: Agent Team Historical All Fields Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
*Talk Preview Time
(Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds),
for completed outbound Preview 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.
PreviewCallsTalkTime 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.TalkPreviewTimeToHalf
*Talk Reserve Time
(Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds),
for completed agent reservation 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.
ReserveCallsTalkTime 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.TalkReserveTimeToHalf
On Hold Tasks
Aban Hold
The total number of calls that were abandoned while being held by the agent and/or
the number of paused tasks the agent ended. This value is updated in the database at
the time the held call disconnects or the paused task ends.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf
*On Hold Tasks
Out Extn
The total number of completed tasks that agents in the skill group have placed on hold
at least once. The value is updated in the database when the after-task work time
associated with the task (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf
On Hold Tasks
In Tasks
The total number of completed inbound tasks the agent placed on hold or paused 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.IncomingCallsOnHoldToHalf
*On Hold Tasks
Int Tasks
The total number of internal calls the agent 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)
is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf