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 Peripheral Reports
*Preview Tasks
(Outbound Option only) The total number of completed outbound Preview calls made
by
the agent 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: Agent_Skill_Group_Half_Hour.PreviewCallsToHalf
*Preview 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 in 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
*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 in the half hour interval.
TalkPreviewTime is included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.PreviewCallsTalkTimeToHalf
*Preview On 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 On 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 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: Agent_Skill_Group_Half_Hour.PreviewCallsOnHoldTimeToHalf
*Reserve Tasks
(Outbound Option only) The total number of completed agent reservation calls made
by the agent 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: Agent_Skill_Group_Half_Hour.ReserveCallsToHalf
*Reserve Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
the agent in
the skill group was in the Reserved state in the half hour interval.
ReservedStateTime is included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf