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 Team Reports
*Auto Out
Talk Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
the agent spent talking on AutoOut (predictive) calls in the half hour interval.
TalkAutoOutTime is included in the calculation of LoggedOnTime.
Agent_Skill_Group_Half_Hour.AutoOutCallsTalkTimeToHalf
*Auto Out
On Hold
(Outbound Option only) The total number of completed AutoOut (predictive) calls that
the agent in the skill group has 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.AutoOutCallsOnHoldToHalf
*Auto Out
On Hold Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
AutoOut (predictive) calls were placed on hold by the agent in the skill group in the half
hour interval. This data element 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.AutoOutCallsOnHoldTimeToHalf
*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.
Handle time includes WorkTime, TalkTime, and HoldTime
, all of which are taken from
the Termination_Call_Detail records. 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_Hlaf_Hour.PreviewCallsTalkTimeToHalf