User Guide

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WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 5 Skill Group Report Templates
Unified CCE Enterprise Skill Group Reports
*Auto Out
(Outbound Option only) The total number of completed AutoOut (predictive) calls made by agents
in the skill group during the rolling five minute interval. The value is updated in the database when
the after-call-work time associated with the call (if any) has completed.
Derived from: Skill_Group_Real_Time.AutoOutCallsTo5
*Auto Out Time5
(Outbound Option only) The total handle time, in HH:MM:SS (hours, minutes, seconds), for
completed AutoOut (predictive) calls handled by agents in the skill group during the rolling five
minute interval.
The AutoOutCallsTime 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: Skill_Group_Real_Time.AutoOutCallsTimeTo5
*Auto Out Active Time5
(Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds), for
completed AutoOut (predictive) calls handled by agents in the skill group during the rolling five
minute interval. This value 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: Skill_Group_Real_Time.AutoOutCallsTalkTimeTo5
*Preview
(Outbound Option only) The total number of outbound Preview calls made by agents in the skill
group during the rolling five minute interval. The value is updated in the database when the
after-call work time associated with the call (if any) has completed.
Derived from: Skill_Group_Real_Time.PreviewCallsTo5
*Preview Time5
(Outbound Option only) The total handle time, in HH:MM:SS (hours, minutes, seconds), for
completed outbound Preview calls handled by agents in the skill group during the rolling five
minute 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: Skill_Group_Real_Time.PreviewCallsTimeTo5
*Preview Active Time5
(Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds), for
completed outbound Preview calls handled by agents in the skill group during the rolling five
minute 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: Skill_Group_Real_Time.PreviewCallsTalkTimeTo5