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 Skill Group Reports
Reserve Tasks
The total number of completed agent reservation calls made
by the agent in the skill group during
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
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.
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: Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf
Avg Reserve Time
The average time the agent spent in handling reservation calls during the selected time period.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf /
Agen
t_Skill_Group_Half_Hour.ReserveCallsToHalf
agtskg11: Outbound Option (Blended Agent) Preview Task Detail Performance Report
Overview:
Subject A table of all agents in the selected ski
ll groups showing each agent's
performance call data for preview calls, gathered in half-hour
increments.
Purpose To show Outbound Option preview call performa
nce for the selected time
period.
Applicable environment Outbound Option (Unified CCE, Unified ICM)
Template type Historical table
Default sort order By skill group, agent enterprise name, last name, first name
Drilldowns available No
Schema database table Agent
Agent_Skill_Group_Half_Hour
Person
Skill_Group
Skill_Group_Member