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
*Reserve
(Outbound Option only) The total number of agent reservation 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.ReserveCallsTo5
*Reserve Time5
(Outbound Option only) The total handle time, in HH:MM:SS (hours, minutes, seconds), for
completed agent reservation calls handled by agents in the skill group during the rolling five
minute 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: Skill_Group_Real_Time.ReserveCallsTimeTo5
*Reserve Active Time5
(Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds), for
completed agent reservation 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.
ReserveCallsTalkTime 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.ReserveCallsTalkTimeTo5
*Active Auto Out
(Outbound Option only) The number of agents in the skill group currently talking on AutoOut
(predictive) calls.
Derived from: Skill_Group_Real_Time.TalkingAutoOut
*Active Preview
(Outbound Option only) The number of agents in the skill group currently talking on outbound
Preview calls.
Derived from: Skill_Group_Real_Time.TalkingPreview
*Active Reserve
(Outbound Option only) The number of agents in the skill group currently talking on agent
reservation calls.
Derived from: Skill_Group_Real_Time.TalkingReserve
*Active Auto Out Time5
(Outbound Option only) The time, in HH:MM:SS (hours, minutes, seconds), that agents in the skill
group spent talking on AutoOut (predictive) calls during the rolling five minute interval.
Derived from: Skill_Group_Real_Time.TalkingAutoOutTimeTo5