User Guide

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Peripheral Service Report Templates persvc26: Peripheral Service Historical All Fields Report
*Auto Out On Hold Time
(Outbound Option only) The time that AutoOut (predictive) tasks associated with the
service spent on hold during the half-hour interval. Measured in HH:MM:SS (hours,
minutes, seconds).
This data element is based on HoldTime. The value is updated in the database when
the after-task work associated with the task (if any) has completed.
Derived From: Service_Half_Hour.AutoOutCallsOnHoldTimeToHalf
*Preview
(Outbound Option only) The total number of completed outbound Preview tasks
associated with the service during the half-hour interval. The value is updated in the
database when the after-task work time associated with the task (if any) has
completed
Derived From: Service_Half_Hour.PreviewCallsToHalf
*Preview Time
(Outbound Option only) The total handle time for completed outbound Preview tasks
associated with the service during the half-hour interval. Measured in HH:MM:SS
(hours, minutes, seconds).
Handle time includes WorkTime, TalkTime, and HoldTime. The PreviewCallsTime value
includes the time spent from the task being initiated to the time the agent completes
after-task work time for the task. The value is updated in the database when the
after-task work time
Derived From: Service_Half_Hour.PreviewCallsTimeToHalf
*Preview Talk Time
(Outbound Option only) The time for completed outbound Preview tasks associated
with the service during the half-hour interval. Measured in HH:MM:SS (hours, minutes,
seconds).
This value includes the time spent from the task being initiated to the time the agent
begins after-task work for the task. It is based on TalkTime. It therefore includes the
HoldTime associated with the task. PreviewCallsTalkTime is updated in the database
when the after-task-work time associated with the task (if any) has completed.
Derived From: Service_Half_Hour.PreviewCallsTalkTimeToHalf
*Preview On Hold
(Outbound Option only) The total number of completed outbound Preview tasks
associated with the service that were 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: Service_Half_Hour.PreviewCallsOnHoldToHalf
*Preview On Hold Time
(Outbound Option only) The time that outbound Preview tasks associated with the
service spent on hold during the half-hour interval. This data element is based on
HoldTime. The value is updated in the database when the after-task work associated
with the task (if any) has completed. Measured in HH:MM:SS (hours, minutes,
seconds).
Derived From: Service_Half_Hour.PreviewCallsOnHoldTimeToHalf