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
*Reserve Handle Time
(Outbound Option only) The total handle time, in HH:MM:SS (hours, minutes, seconds), for
completed agent reservation calls handled by the agent in the skill group in the half hour interval.
The ReserveCallsTime 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.ReserveCallsTimeToHalf
*Reserve Talk + Hold Time
(Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds), for
completed agent reservation 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.
ReserveCallsTalkTime 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.ReserveCallsTalkTimeToHalf
*Reserve Talk Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that the agent
spent talking on agent reservation calls in the half hour interval. TalkReserveTime is included in
the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf
*Reserve Hold Tasks
(Outbound Option only) The total number of completed agent reservation 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.ReserveCallsOnHoldToHalf
*Reserve Hold Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that agent
reservation 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.ReserveCallsOnHoldTimeToHalf
Time Zone
The time zone for the date and time. The value is the offset in minutes from GMT.
Derived from: Agent_Skill_Group_Half_Hour.TimeZone
Recovery Key
A value used internally by the software to track virtual time.
Derived from: Agent_Skill_Group_Half_Hour.RecoveryKey