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
*Preview Handle Time
(Outbound Option only) The total handle time, in HH:MM:SS (hours, minutes, seconds), for
completed outbound Preview calls handled by the agent in the skill group in the half hour interval.
The PreviewCallsTime 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.PreviewCallsTimeToHalf
*Preview Talk + Hold Time
(Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds), for
completed outbound Preview 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.
PreviewCallsTalkTime 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.PreviewCallsTalkTimeToHalf
*Preview Talk Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that the agent
spent talking on outbound Preview calls in the half hour interval. TalkPreviewTime is included in
the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf
*Preview Hold
(Outbound Option only) The total number of completed outbound Preview calls that the agent in
the skill group 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.PreviewCallsOnHoldToHalf
*Preview Hold Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that outbound
Preview 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.PreviewCallsOnHoldTimeToHalf
*Reserve Tasks
(Outbound Option only) The total number of completed agent reservation 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.ReserveCallsToHalf