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
*Auto Out Handle Time
(Outbound Option only) The total handle 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.
The AutoOutCallsTimeToHalf value includes the time spent from the call being initiated to the
time the agent completes any after-call work 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.AutoOutCallsTimeToHalf
*Auto Out Talk + Hold 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.
This value includes the time spent from the call being initiated to the time the agent begins
after-call work for the call. It includes the HoldTime associated with the call.
AutoOutCallsTalkTime 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.AutoOutCallsTalkTimeToHalf
*Auto Out Talk Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that the agent
spent talking on AutoOut (predictive) calls in the half hour interval. TalkAutoOutTime is included
in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf
*Auto Out Hold
(Outbound Option only) The total number of completed AutoOut (predictive) calls that the agent in
the skill group has 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.AutoOutCallsOnHoldToHalf
*Auto Out Hold Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that AutoOut
(predictive) calls were placed on hold by the agent 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
completed.
Derived from: Agent_Skill_Group_Half_Hour.AutoOutCallsOnHoldTimeToHalf
*Preview Tasks
(Outbound Option only) The total number of completed outbound Preview calls made by the agent
in the skill group in 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.PreviewCallsToHalf