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
*Reserve On Hold Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that agent
reservation 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.ReserveCallsOnHoldTimeToHalf
*Talk AutoOut Time
(Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds), for
completed AutoOut (predictive) calls handled by the agent in the skill group in the half hour
interval.
Derived from: Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf
*Talk Preview 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 in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf
*Talk Reserve 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 in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf
On Hold Calls Aban Hold
The total number of calls that were abandoned while being held by the agent and/or the number of
paused tasks the agent ended. This value is updated in the database at the time the held call
disconnects or the paused task ends.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf
*On Hold Calls Out Extn
The total number of completed outbound ACD 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: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf
On Hold Calls Inc Tasks
The total number of completed inbound tasks the agent placed on hold or paused at least once. 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.IncomingCallsOnHoldToHalf