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
*Reserve: Handle Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that the agent in
the skill group was in the Reserved state in the half hour interval. ReservedStateTime is included in
the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf
*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.ReserveCallsTalkTimeToHalf
*Reserve: On Hold
(Outbound Option only) The total number of completed agent reservation calls that the agent in the
skill group placed on hold at least once. 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.ReserveCallsOnHoldToHalf
*Reserve: On 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
*Talk AutoOut 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.TalkAutoOutTimeToHalf
*Talk Preview 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.TalkPreviewTimeToHalf