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
*Reserve Talk + Hold Time
(Outbound Option only) The total time, in HH:MM:SS (hours, minutes, seconds), for
complete
d agent reservation tasks handled by the agent in the skill group during the
half-hour interval.
This value includes the time spent from the task being
initiated to the time the agent
begins after-task work for the task. 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: Agent_Skill_Group_Half_Hour.ReserveCallsTalkTimeToHalf
*Reserve Talk Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
the agent spen
t talking on agent reservation calls during the half-hour interval.
TalkReserveTime is included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf
*Reserve Hold
(Outbound Option only) The total number of completed agent reservation 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.ReserveCallsOnHoldToHalf
*Reserve Hold Time
(Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) agent
reserv
ation 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.ReserveCallsOnHoldTimeToHalf
Time Zone
The time zone for the date and time. The value is the offset in minutes from GMT.
Derived from: Agent_Skill_Group_Half_Hour.TimeZone
Recovery Key
A value used internally by the ICM software to track virtual time.
Derived from: Agent_Skill_Group_Half_Hour.RecoveryKey
Interrupted Time
The time in HH:MM:SS (hours,minutes, seconds) that the agent was in the Interrupted
state
during the half-hour interval. This data field is currently not used in the database.
Derived from: Agent_Skill_Group_Half_Hour.InterruptedTimeToHalf
DB DateTime
The date and time that data was last written to the ICM historical database (HDS) from
the logger
database. This is different from the time that the data was created. This is
useful if you are extracting data from the historical database and you want to see when
it was last updated.
Derived from: Agent_Skill_Group_Half_Hour.DbDatetime