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
*Preview Hold Time
(Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) that outbound Preview
calls were placed on hold by agents in the skill group in the half hour interval. 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.PreviewCallsOnHoldTimeToHalf
*Reserve Tasks
(Outbound Option only) The total number of completed agent reservation 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.ReserveCallsToHalf
*Reserve Active 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: Skill_Group_Half_Hour.ReserveCallsTalkTimeToHalf
*Reserve Hold Tasks
(Outbound Option only) The total number of completed agent reservation 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.ReserveCallsOnHoldToHalf
*Reserve Hold Time
(Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) that agent reservation
calls were placed on hold by agents in the skill group in the half hour interval. 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.ReserveCallsOnHoldTimeToHalf
*Active Auto Out Time
(Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) that the agent spent
talking on AutoOut (predictive) calls in the half hour interval. TalkAutoOutTimeToHalf is included
in the calculation of LoggedOnTimeToHalf.
Derived from: Skill_Group_Half_Hour.TalkAutoOutTimeToHalf
*Active Preview Time
(Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) that the agent spent
talking on outbound Preview calls in the half hour interval. TalkAutoOutTimeToHalf is included in
the calculation of LoggedOnTimeToHalf.
Derived from: Skill_Group_Half_Hour.TalkPreviewTimeToHalf