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
*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 Time
(Outbound Option only) The total handle 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.
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
*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) 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 number of seconds 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