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
*OutBound Tasks Hand Time
The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed
outbound ACD calls handled by the
agent in the skill group in the half hour interval.
The AgentOutCallsTime value includes the time spent from the call being initiated by
the agent 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.AgentOutCallsTimeToHalf
*OutBound Tasks Talk + Hold Ti
me
The total talk time, in HH:MM:SS (hours, minutes, seconds),
for completed outbound
ACD calls handled by the agent in the skill group in the half hour interval.
This value includes the HoldTime associated with the call. AgentOutCallsTalkTime 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.AgentOutCallsTalkTimeToHalf
*OutBound Tasks Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent talking on outbound calls in the half hour interval. TalkOutTime is included in the
calculation of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf
*OutBound Tasks Hold
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
*OutBound Tasks Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that
outbound ACD calls were
placed on hold by agents in the skill group in the half hour interval.
This value is updated in the database when the after-call work associated with the call
(if
any) has complete.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf
*Other TalkTime
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spe
nt talking on other calls (neither inbound nor outbound) in the half hour interval.
Examples of other calls include agent-to-agent transfers and supervisor calls.
TalkOtherTime is included in the calculation of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf
*Internal Tasks
The number of internal calls initiated by the agent in the half hour interval. The value is
updated in the database when the after-call work time associated with the call (if any)
is completed.
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf