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 Peripheral Skill Group Reports
Preview Active Time
The percentage of time that agents in the peripheral skill group spent talking on completed
outbound preview calls in the half hour interval. This measurement begins at the time the task is
initiated, and ends at the time the agent begins any after-task work for the task. It is based on the
TalkTime value from TerminationCallDetail, and includes the HoldTime associated with the task.
The database updates the PreviewCallsTalkTimeToHalf value when any after-task work time
associated with the task begins.
Derived from: Skill_Group_Half_Hour.PreviewCallsTalkTimeToHalf
Preview Tasks
The total number of completed outbound Preview tasks made by the agent in the skill group in the
half hour interval. The value is updated in the database when the after-task work time associated
with the task (if any) has completed.
Derived from: Skill_Group_Half_Hour.PreviewCallsToHalf
Reserved Time
The total handle time, in HH:MM:SS (hours, minutes, seconds) format, for completed agent
reservation calls handled by the agent in the skill group in the half hour interval. Handle time
includes WorkTime, TalkTime, and HoldTime. 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_Half_Hour.ReserveCallsTimeToHalf
Reserved Tasks
The total number of completed agent reservation tasks made by the agent in the skill group in the
half hour interval. The value is updated in the database when the after-task work time associated
with the task (if any) has completed.
Derived from: Skill_Group_Half_Hour.ReserveCallsToHalf
Skill Group Summary
The total for each field for each skill group.