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 Hold Tasks
(Outbound Option only) The number of completed AutoOut (predictive) calls that agents in the
skill group have 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: Skill_Group_Half_Hour.AutoOutCallsOnHoldToHalf
*Auto Out Hold Time
(Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) that AutoOut
(predictive) calls were placed on hold by agents in the skill group in the half hour interval. This
data element is based on HoldTime. The value is updated in the database when the after-call work
associated with the call (if any) has completed.
Derived from: Skill_Group_Half_Hour.AutoOutCallsOnHoldTimeToHalf
*Preview Tasks
(Outbound Option only) The total number of completed outbound Preview calls made by agents 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: 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. 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_Half_Hour.PreviewCallsTimeToHalf
*Preview Active 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: Skill_Group_Half_Hour.PreviewCallsTalkTimeToHalf
*Preview Hold Tasks
(Outbound Option only) The total number of completed outbound Preview calls that agents in the
skill group have 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: Skill_Group_Half_Hour.PreviewCallsOnHoldToHalf