User Guide

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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Agent Reports
*Auto Out Talk + Hold Time
(Outbound Option only) The total talk time, in HH:MM:S
S (hours, minutes, seconds),
for completed AutoOut (predictive) calls handled by the agent in the skill group during
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 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: Agent_Skill_Group_Half_Hour.AutoOutCallsTalkTimeToHalf
*Auto Out Talk Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
the agent spen
t talking on AutoOut (predictive) calls during the half-hour interval.
TalkAutoOutTime is included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf
*Auto Out Hold
(Outbound Option only) The total number of compl
eted AutoOut (predictive) calls that
the agent in the skill group has 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: Agent_Skill_Group_Half_Hour.AutoOutCallsOnHoldToHalf
*Auto Out Hold Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
AutoOut (predictive) calls were placed on hold by the agent in the skill group during the
half-hour interval. This value is updated in the database when the after-call work
associated with the call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.AutoOutCallsOnHoldTimeToHalf
*Preview Tasks
(Outbound Option only) The total number of completed outbound Preview calls made
by the agent in the
skill group during the half-hour interval. This value is updated in the
database when the after-call work time associated with the call (if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.PreviewCallsToHalf
*Preview Handle Time
(Outbound Option only) The total handle
time, in HH:MM:SS (hours, minutes,
seconds), for completed outbound Preview calls handled by the agent in the skill group
during the half-hour interval.
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: Agent_Skill_Group_Half_Hour
.PreviewCallsTimeToHalf