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
*Preview Talk + Hold Time
(Outbound Option only) The total talk 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.
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: Agent_Skill_Group_Half_Hour.PreviewCallsTalkTimeToHalf
*Preview Talk Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
the agent spen
t talking on outbound Preview calls during the half-hour interval.
TalkPreviewTime is included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf
*Preview Hold
(Outbound Option only) The total number of completed outbound Preview calls that the
agent in the
skill group 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.PreviewCallsOnHoldToHalf
*Preview Hold Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
outbound Preview
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.PreviewCallsOnHoldTimeToHalf
*Reserve Tasks
(Outbound Option only) The total number of completed agent reservation tasks made
by the agent in the skill group during the half-hour interval. This value is updated in the
database when the after-task work time associated with the task (if any) has
completed.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsToHalf
*Reserve Handle Time
(Outbound Option only) The total handle
time, in HH:MM:SS (hours, minutes,
seconds), for completed agent reservation tasks handled by the agent in the skill group
during the half-hour interval.
The ReserveCallsTime value includes the time spe
nt 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.ReserveCallsTimeToHalf