User Guide
IPCC Skill Group Report Templates IPCC Peripheral Skill Group Real-Time Reports
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
The PreviewCallsTime value includes the time spent from the call being initiated to the
time the agent completes after-call work time 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: Skill_Group_Real_Time.PreviewCallsTimeTo5
*Current 5 Minutes Task Statistics: Preview Active Time
(Outbound Option only) The total active time in HH:MM:SS (hours, minutes, seconds)
for completed outbound Preview calls handled by agents in the skill group during the
current five-minute 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: Skill_Group_Real_Time.PreviewCallsTalkTimeto5
*Current 5 Minutes Task Statistics: Reserve
(Outbound Option only) The total number of agent reservation calls made by agents in
the skill group during the current five-minute interval. The value is updated in the
database when the after-call work time associated with the call (if any) has completed.
Derived from: Skill_Group_Real_Time.ReserveCallsTo5
*Current 5 Minutes Task Statistics: Reserve Time
(Outbound Option only) The total handle time in HH:MM:SS (hours, minutes, seconds)
for completed agent reservation calls handled by agents in the skill group during the
current five-minute interval. Handle time includes WorkTime, TalkTime, and HoldTime.
The ReserveCallsTime value includes the time spent from the call being initiated to the
time the agent completes after-call work time 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: Skill_Group_Real_Time.ReserveCallsTimeTo5
*Current 5 Minutes Task Statistics: Reserve Active Time
(Outbound Option only) The total active time in HH:MM:SS (hours, minutes, seconds)
for completed agent reservation calls handled by agents in the skill group during the
current five-minute 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 is based on
TalkTime. 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: Skill_Group_Real_Time.ReserveCallsTalkTimeTo5
Current 5 Minutes Agent Statistics:
Ans Wait
The time in HH:MM:SS (hours, minutes, seconds) that callers spent ringing at the
agent’s voice device before being answered by the agent during the current
five-minute interval.
AnswerWaitTime is associated only with handled tasks and internal calls received.
AnswerWaitTime is calculated as follows: RingTime + NetworkTime + LocalQTime (for
standard ACDs) and NetQTime (for IPCC systems).
Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5