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
*Agent Out Tasks Time
The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed outbound ACD
calls handled by the agent in the skill group in the half hour interval.
Handle time includes WorkTime, TalkTime, and HoldTime. The AgentOutCallsTime value
includes the time spent from the call being initiated by the agent 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.AgentOutCallsTimeToHalf
*Agent Out Talk Time
The total talk time, in HH:MM:SS (hours, minutes, seconds), for completed outbound ACD calls
handled by an agent in the skill group in the half hour interval.
The value includes the time spent from the call being initiated by the agent to the time the agent
begins after call work for the call. The time includes hold time associated with the call. The value
is incremented when the after-call-work time associated with the call has completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsTalkTimeToHalf
*Agent Out On Hold
The total number of completed outbound ACD calls an agent in the skill group has placed on hold
at least once. The value is incremented when the after-call-work time associated with the call has
completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf
*Agent Out Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that outbound ACD calls were placed on
hold in the half hour interval.
This value updated in the database when after-call work associated with the call (if any) is
completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf
Active In Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent working
on incoming tasks in the half hour interval.
Derived from: Skill_Group_Half_Hour.TalkInTimeToHalf
*Active Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents spent talking on outbound calls
in the half hour interval.
Derived from: Skill_Group_Half_Hour.TalkOutTimeToHalf