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 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 agent reservation
calls handled by the agent in the skill group during the half-hour interval. Handle time includes the
following three:
– Work Time
– Talk Time
– Hold Time
The AgentReservationCallsTime 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.ReserveCallsTimeToHalf
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
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 /
Agent_Skill_Group_Half_Hour.ReserveCallsToHalf
Skill Group Summary
The total of all agent data for each skill group.
Report Summary
The total of all agent data for all agents in report.