User Guide

5-99
WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 5 Skill Group Report Templates
Unified CCE Peripheral Skill Group Reports
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
*Current 5 Minutes Task Statistics: Auto Out Active Time
(Outbound Option only) The 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 time spent from the call being initiated to the time the agent begins after-call
work for the call. It is based on TalkTime. It therefore 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
*Current 5 Minutes Task Statistics: 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
*Current 5 Minutes Task Statistics: Preview Time
(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. 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_Real_Time.PreviewCallsTimeTo5
*Current 5 Minutes Task Statistics: Preview Active Time
(Outbound Option only) The total active 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
*Current 5 Minutes Task Statistics: 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