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
*Reserve Time
(Outbound Option only) The total handle time, in HH:MM:SS (hours, minutes,
seconds), 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
*Reserve Active Time
(Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds),
for completed agent reservation 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. ReserveCallsTalkTime 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.ReserveCallsTalkTimeToHalf
*Reserve Hold Tasks
(Outbound Option only) The total number of completed agent reservation 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.ReserveCallsOnHoldToHalf
*Reserve Hold Time
(Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) agent
reservation calls were placed on hold by agents in the skill group during the half-hour
interval. 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.ReserveCallsOnHoldTimeToHalf
*Active Auto Out Time
(Outbound Option only) The number of seconds the agent spent talking on AutoOut
(predictive) calls during the half-hour interval. TalkAutoOutTimeToHalf is included in the
calculation of LoggedOnTimeToHalf.
Derived from: Skill_Group_Half_Hour.TalkAutoOutTimeToHalf
*Active Preview Time
(Outbound Option only) The number of seconds the agent spent talking on outbound
Preview calls during the half-hour interval. TalkAutoOutTimeToHalf is included in the
calculation of LoggedOnTimeToHalf.
Derived from: Skill_Group_Half_Hour.TalkPreviewTimeToHalf
*Active Reserve Time
(Outbound Option only) The number of seconds the agent spent talking on agent
reservation calls during the half-hour interval. TalkReserveTimeToHalf is included in the
calculation of LoggedOnTimeToHalf.
Derived from: Skill_Group_Half_Hour.TalkReserveTimeToHalf
*Barge In Tasks
The number of calls barged in on either by the supervisor or by the agent.
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf