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
*Preview
On Hold
(Outbound Option only) The total number of completed outbound Preview 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.PreviewCallsOnHoldToHalf
*Preview
On Hold Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
outbound Preview calls were placed on hold by the agent 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 completed.
Derived from: Agent_Skill_Group_Half_Hour.PreviewCallsOnHoldTimeToHalf
*Reserve
Tasks
(Outbound Option only) The total number of completed agent reservation calls made
by the agent in the skill group in the half hour interval. This 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
Handle Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
the agent in
the skill group was in the Reserved state in the half hour interval.
ReservedStateTime is included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf
*Reserve
Talk Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
the agent spent 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. This 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 reservation calls were placed on hold by the agent 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 completed.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsOnHoldTimeToHalf