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 Peripheral Reports
*OutBound Tasks Talk Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent talking
on outbound calls in the half hour interval. TalkOutTime is included in the calculation of TalkTime
and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf
Hand Time
The total handle time in HH:MM:SS (hours, minutes, seconds) for completed outbound tasks
handled by the agent in the half hour interval.
The AgentOutCallsTime value includes the time spent from the task being initiated by the agent to
the time the agent completes after-task work time for the task. The value is updated in the database
when the after-task-work time associated with the task (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.HandledCallsTimeToHalf
Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that completed incoming calls were placed
on hold and/or tasks were paused in the half hour interval. The value is updated in the database
when the after-call work time associated with the call (if any) is completed.
Derived from: Agent_Skill_Group_Half_Hour.HoldTimeToHalf
Aban Ring
The total time in HH:MM:SS (hours, minutes, seconds) that calls rang at an agent's extension
before abandoning and/or the number of seconds that tasks were in the Reserved state before being
abandoned.
RingTime includes the seconds that the call spent ringing at an agents phone before being
answered.
The value is updated in the database at the time the call disconnects.
Derived from: Agent_Skill_Group_Half_Hour.AbandonRingTimeToHalf
Not Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Available or Not
Active state in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.AvailTimeToHalf
Not Ready
The total time in HH:MM:SS (hours, minutes, seconds) that the agent was in the Not Ready state in
the half hour interval. NotReadyTime is included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.NotReadyTimeToHalf
Resvd Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent was in the Reserved state in
the half hour interval. ReservedStateTime is included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.ReservedStateTimeToHalf