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 Team Reports
*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
*Preview: 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.
Handle time includes WorkTime, TalkTime, and HoldTime, all of which are taken from the
Termination_Call_Detail records. 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 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_Hlaf_Hour.PreviewCallsTalkTimeToHalf
*Preview: On 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: On 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. This 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