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 Skill Group Reports
Data:
Skill Group Enterpri
se Name
The name of the skill group.
Derived from: Skill_Group.EnterpriseName and
Agent_Skill_
Group_Half_Hour.SkillTargetId
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + Person.FirstName
Duration
The total handle time, in HH:MM:SS (hours, minutes, seconds) for completed AutoOut
(predictiv
e) calls handled by the agent in the skill group during the half-hour interval.
Handle time includes the following three values:
– WorkTime
– Tal kT im e
– HoldTime
The AgentAutoOutCallsTime measurement begins at the time the call initiates, and
ends at the time the agent completes any after-call work for the call. The database
updates this value when any after-call work time associated with a call ends.
Derived from: Agent_Skill_Group_Half_Hour.AutoOutCallsTimeToHalf
Total Tasks
The total number of completed AutoOut (predictiv
e) calls that were made by agents in
the skill group during the half-hour interval. The database updates this value when any
after-call work time associated with a call ends.
Derived from: Agent_Skill_Group_Half_Hour.AutoOutCallsToHalf
Talk Time
The total talk time, in HH:MM:SS (hours, minutes, seconds),
for all completed AutoOut
(predictive) calls handled by the agent in the skill group during the half-hour interval.
This measurement begins at the time the call is initiated, and ends at the time the
agent begins an
y after-call work for the call. TalkTime value includes the HoldTime
associated with the call. The database updates the AgentAutoOutCallsTalkTime value
when any after-call work time associated with the call ends.
Derived from: Agent_Skill_Group_Half_Hour.AutoOutCallsTalkTimeToHalf
Avg Talk Time
The average time the agent spent talking during the selecte
d time period.
Derived from: Agent_Skill_Group_Half_Hour.AutoOutCallsTalkTimeToHalf /
Agent_Skill_
Group_Half_Hour.AutoOutCallsToHalf
Reserve Tasks
The total number of completed agent reservation
calls made by the agent in the skill
group during 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