User Guide

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WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 4 Agent Report Templates
Agent By Agent Reports
*Reserve Talk Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that the agent
spent talking on agent reservation calls during the half-hour interval. TalkReserveTime is included
in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf
*Reserve Hold
(Outbound Option only) The total number of completed agent reservation calls that the agent in the
skill group 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: Agent_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 the agent 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: Agent_Skill_Group_Half_Hour.ReserveCallsOnHoldTimeToHalf
Time Zone
The time zone for the date and time. The value is the offset in minutes from GMT.
Derived from: Agent_Skill_Group_Half_Hour.TimeZone
Recovery Key
A value used internally by the software to track virtual time.
Derived from: Agent_Skill_Group_Half_Hour.RecoveryKey
Interrupted Time
The time in HH:MM:SS (hours,minutes, seconds) that the agent was in the Interrupted state during
the half-hour interval. This data field is currently not used in the database.
Derived from: Agent_Skill_Group_Half_Hour.InterruptedTimeToHalf
DB DateTime
The date and time that data was last written to the Historical Database Server (HDS) from the
logger database. This is different from the time that the data was created. This is useful if you are
extracting data from the historical database and you want to see when it was last updated.
Derived from: Agent_Skill_Group_Half_Hour.DbDatetime
Net Cons Out
The number of network consultative calls completed by agents who have at least one call on hold.
Derived from: Agent_Skill_Group_Half_Hour.NetConsultativeCallsToHalf