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
*OutBound Tasks Hand Time
The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed outbound ACD
calls handled by the agent in the skill group in the half hour interval.
The AgentOutCallsTime value includes the time spent from the call being initiated by the agent 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.AgentOutCallsTimeToHalf
*OutBound Tasks Talk + Hold Time
The total talk time, in HH:MM:SS (hours, minutes, seconds), for completed outbound ACD calls
handled by the agent in the skill group in the half hour interval.
This value includes the HoldTime associated with the call. AgentOutCallsTalkTime 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.AgentOutCallsTalkTimeToHalf
*OutBound Tasks Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent talking
on outbound calls in the half hour interval. TalkOutTime is included in the calculation of TalkTime
and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf
*OutBound Tasks Hold
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
*OutBound Tasks Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that outbound ACD calls were placed on
hold by agents in the skill group in the half hour interval.
This value is updated in the database when the after-call work associated with the call (if any) has
complete.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf
*Other TalkTime
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent talking
on other calls (neither inbound nor outbound) in the half hour interval.
Examples of other calls include agent-to-agent transfers and supervisor calls. TalkOtherTime is
included in the calculation of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf