User Guide

IPCC Peripheral Service Report Templates persvc26: Peripheral Service Historical All Fields Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
*Reserve
(Outbound Option only) The total number of completed agent reservation 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.ReserveCallsToHalf
*Reserve Time
(Outbound Option only) The total handle time for completed agent reservation 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 ReserveCallsTime 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 associated with the task (if any) has completed.
Derived From: Service_Half_Hour.ReserveCallsTimeToHalf
*Reserve Talk Time
(Outbound Option only) The talk time for completed agent reservation 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 includes the HoldTime associated with the task.
ReserveCallsTalkTime is updated in the database when the after-task work time
associated with the task (if any) has completed.
Derived From: Service_Half_Hour.ReserveCallsTalkTimeToHalf
*Reserve On Hold
(Outbound Option only) The total number of completed agent reservation 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.ReserveCallsOnHoldToHalf
*Reserve Tasks On Hold Time
(Outbound Option only) The time that agent reservation tasks associated with the
service spent on hold during the half-hour interval. Measured in HH:MM:SS (hours,
minutes, seconds).
Derived From: Service_Half_Hour.ReserveCallsOnHoldTimeToHalf
Hold Time
The hold time for tasks to the service that ended during the half-hour interval.
Measured in HH:MM:SS (hours, minutes, seconds).
Derived From: Service_Half_Hour.HoldTimeToHalf
*Blind Transfer Out
The number of tasks that were blind transferred out by agents in this service during the
half-hour interval.
Derived From: Service_Half_Hour.BlindTransfersOutToHalf