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
*Preview Talk Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that the agent
spent talking on outbound Preview calls in the half hour interval. TalkPreviewTime is included in
the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.PreviewCallsTalkTimeToHalf
*Preview On Hold
(Outbound Option only) The total number of completed outbound Preview 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.PreviewCallsOnHoldToHalf
*Preview On Hold Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that outbound
Preview calls were placed on hold by the agent in the skill group in 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: Agent_Skill_Group_Half_Hour.PreviewCallsOnHoldTimeToHalf
*Reserve Tasks
(Outbound Option only) The total number of completed agent reservation calls made by the agent
in the skill group in 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: Agent_Skill_Group_Half_Hour.ReserveCallsToHalf
*Reserve Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that the agent in
the skill group 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.ReserveCallsTimeToHalf
*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 in the half hour interval. TalkReserveTime is included in
the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTalkTimeToHalf
*Reserve On 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