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
Data:
Skill Group
The enterprise name of the skill group.
Derived from: Skill_Group.EnterpriseName and Agent_Skill_Group_Half_Hour.SkillTargetId
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + Person.FirstName
Duration
The total handle time in HH:MM:SS (hours, minutes, seconds) for completed outbound preview
calls handled by the agent in the skill group during the half-hour interval. Handle time includes the
following three values:
–
WorkTime
–
TalkTime
–
HoldTime
The AgentPreviewCallsTime measurement begins at the time the call initiates, and ends at the time
the agent completes any after-call work for the call. The database updates this value when any
after-call work time associated with a call ends.
Derived from: Agent_Skill_Group_Half_Hour.PreviewCallsTimeToHalf
Tota l Tasks
The total number of completed outbound preview calls that were made by agents in the skill group
during the half-hour interval. The database updates this value when any after-call work time
associated with a call ends.
Derived from: Agent_Skill_Group_Half_Hour.PreviewCallsToHalf
Talk Time
The total talk time, in HH:MM:SS (hours, minutes, seconds), for all completed outbound preview
calls handled by the agent in the skill group during the half-hour interval.
This measurement begins at the time the call is initiated, and ends at the time the agent begins any
after-call work for the call. TalkTime includes the HoldTime associated with the call. The database
updates the AgentPreviewCallsTalkTime value when any after-call work time associated with the
call ends.
Derived from: Agent_Skill_Group_Half_Hour.PreviewCallsTalkTimeToHalf
Avg Talk Time
The average time the agent spent talking during the selected time period.
Derived from: Agent_Skill_Group_Half_Hour.PreviewCallsTalkTimeToHalf /
Agent_Skill_Group_Half_Hour.PreviewCallsToHalf