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
Duration
The total handle 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.
Handle time includes the following three values:
– WorkTime
– Tal kT im e
– HoldTime
The AgentPreviewCallsTime 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.PreviewCallsTimeToHalf
Total Tasks
The total number of completed outbound preview
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.PreviewCallsToHalf
Talk Time
The total talk time, in HH:MM:SS (hours, minutes, seconds),
for all completed
outbound preview 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 includes the HoldTime associated
with the call. The database updates the AgentPreviewCallsTalkTime value when any
after-call work time associated with the call ends.
Derived from: Agent_Skill_Group_Half_Hour.PreviewCallsTalkTimeToHalf
Avg Talk Time
The average time the agent spent talking during the selecte
d time period.
Derived from: Agent_Skill_Group_Half_Hour.PreviewCallsTalkTimeToHalf /
Agent_Skill_Group_Half_Hour.PreviewCallsToHalf
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
Reserve Time
The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed agent
reservation calls 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