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
*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 in the half hour interval.
TalkReserveTime is included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTalkTimeToHalf
*Reserve On 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 On Hold Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
agent rese
rvation 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.ReserveCallsOnHoldTimeToHalf
*Talk AutoOut Time
(Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds),
for completed AutoOut (predictive) calls handled by the agent in the skill group in the
half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.TalkAutoOutTimeToHalf
*Talk Preview Time
(Outbound Option only) The total talk time, in HH:MM:S
S (hours, minutes, seconds),
for completed outbound Preview calls handled by the agent in the skill group in the half
hour interval.
Derived from: Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf
*Talk Reserve 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.
Derived from: Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf
On Hold Calls Aban Hold
The total number of calls that were abandone
d while being held by the agent and/or
the number of paused tasks the agent ended. This value is updated in the database at
the time the held call disconnects or the paused task ends.
Derived from: Agent_Skill_Group_Half_Hour.AbandonHoldCallsToHalf
*On Hold Calls Out Extn
The total number of completed outbound ACD c
alls 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: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf