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
*Talk Reserve 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.TalkReserveTimeToHalf
On Hold Tasks: Aban Hold
The total number of calls that were abandoned while being held by the agent and/or the number of
paused tasks the agent ended. This value is updated in the database at the time the held call
disconnects or the paused task ends.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf
*On Hold Tasks: Out Extn
The total number of completed tasks that agents in the skill group have placed on hold at least
once. The value is updated in the database when the after-task work time associated with the task
(if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf
On Hold Tasks: In Tasks
The total number of completed inbound tasks the agent placed on hold or paused 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.IncomingCallsOnHoldToHalf
*On Hold Tasks: Int Tasks
The total number of internal calls the agent 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) is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsOnHoldToHalf
*On Hold Tasks Time: Out Extn
The total time in HH:MM:SS (hours, minutes, seconds) that outbound ACD calls were placed on
hold by agents 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.AgentOutCallsOnHoldTimeToHalf
*On Hold Tasks Time: In Tasks
The total time in HH:MM:SS (hours, minutes, seconds) that completed inbound ACD calls were
placed on hold 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.IncomingCallsOnHoldTimeToHalf