User Guide

5-25
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 5 Skill Group Report Templates
IPCC Enterprise Skill Group Reports
*Auto Out Time5
(Outbound Option only) The total handle
time, in HH:MM:SS (hours, minutes,
seconds), for completed AutoOut (predictive) calls handled by agents in the skill group
during the rolling five minute interval. The AutoOutCallsTime value includes the time
spen
t 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: Skill_Group_Real_Time.AutoOutCallsTimeTo5
*Auto Out Active Time5
(Outbound Option only) The total talk time, in HH:MM:S
S (hours, minutes, seconds),
for completed AutoOut (predictive) calls handled by agents in the skill group during the
rolling five minute interval. This value includes the HoldTime associated with the call.
AutoOutCallsTalkTime is updated in the database when the after-call work time
associated with the call (if any) has completed.
Derived from: Skill_Group_Real_Time.AutoOutCallsTalkTimeTo5
*Preview
(Outbound Option only) The total number of outbound Preview calls
made by agents in
the skill group during the rolling five minute interval. The value is updated in the
database when the after-call work time associated with the call (if any) has completed.
Derived from: Skill_Group_Real_Time.PreviewCallsTo5
*Preview Time5
(Outbound Option only) The total handle
time, in HH:MM:SS (hours, minutes,
seconds), for completed outbound Preview calls handled by agents in the skill group
during the rolling five minute interval. 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: Skill_Group_Real_Time.PreviewCallsTimeTo5
*Preview Active Time5
(Outbound Option only) The total talk time, in HH:MM:S
S (hours, minutes, seconds),
for completed outbound Preview calls handled by agents in the skill group during the
rolling five minute interval. This value includes the time spent from the call being
initiated to the time the agent begins after-call work for the call. It includes the
HoldTime associated with the call. PreviewCallsTalkTime is updated in the database
when the after-call work time associated with the call (if any) has completed.
Derived from: Skill_Group_Real_Time.PreviewCallsTalkTimeTo5
*Reserve
(Outbound Option only) The total number of age
nt reservation calls made by agents in
the skill group during the rolling five minute interval. The value is updated in the
database when the after-call work time associated with the call (if any) has completed.
Derived from: Skill_Group_Real_Time.ReserveCallsTo5