User Guide

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports
Preview Handle Time
The percentage of time that agents in the peripheral skill group spent talking on
completed outbound preview tasks during the half-hour interval. Handle time includes
three values taken from the Termination_Call_Detail records:
WorkTime
Tal k T im e
HoldTime
The PreviewCallsTime measurement begins at the time the task initiates, and ends at
the time the agent completes any after-task work for the task. The database updates
this value when any after-task work time associated with a task ends.
Derived from: Skill_Group_Half_Hour.PreviewCallsTimeToHalf
Preview Active Time
The percentage of time that agents in the peripheral skill group spent talking on
completed outbound preview calls during the half-hour interval. This measurement
begins at the time the task is initiated, and ends at the time the agent begins any
after-task work for the task. It is based on the TalkTime value from
TerminationCallDetail, and includes the HoldTime associated with the task. The
database updates the PreviewCallsTalkTimeToHalf value when any after-task work time
associated with the task begins.
Derived from: Skill_Group_Half_Hour.PreviewCallsTalkTimeToHalf
Preview Tasks
The total number of completed outbound Preview tasks made by the agent in the skill
group 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: Skill_Group_Half_Hour.PreviewCallsToHalf
Reserved Time
The total handle time, in HH:MM:SS (hours, minutes, seconds) format, for completed
agent reservation calls handled by the agent in the skill group during the half-hour
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_Half_Hour.ReserveCallsTimeToHalf
Reserved Tasks
The total number of completed agent reservation tasks made by the agent in the skill
group 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: Skill_Group_Half_Hour.ReserveCallsToHalf
Skill Group Summary
The total for each field for each skill group.