User Guide

IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
*Auto Out Hold Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
AutoOut (predictive) calls were placed on hold by agents in the skill group during the
half-hour interval. This data element is based on HoldTime. The value is updated in the
database when the after-call work associated with the call (if any) has completed.
Derived from: Skill_Group_Half_Hour.AutoOutCallsOnHoldTimeToHalf
*Preview Tasks
(Outbound Option only) The total number of completed outbound Preview calls made
by agents in the skill group during the half-hour 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_Half_Hour.PreviewCallsToHalf
*Preview Time
(Outbound Option only) The total handle 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. Handle time includes WorkTime, TalkTime, and HoldTime.
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_Half_Hour.PreviewCallsTimeToHalf
*Preview Active 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: Skill_Group_Half_Hour.PreviewCallsTalkTimeToHalf
*Preview Hold Tasks
(Outbound Option only) The total number of completed outbound Preview calls that
agents in the skill group have 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) has completed.
Derived from: Skill_Group_Half_Hour.PreviewCallsOnHoldToHalf
*Preview Hold Time
(Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) outbound
Preview calls were placed on hold by agents in the skill group during the half-hour
interval. This value is updated in the database when the after-call work associated with
the call (if any) has completed.
Derived from: Skill_Group_Half_Hour.PreviewCallsOnHoldTimeToHalf
*Reserve Tasks
(Outbound Option only) The total number of completed agent reservation calls made
by agents in the skill group during the half-hour 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_Half_Hour.ReserveCallsToHalf