User Guide

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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
*Reserve Time5
(Outbound Option only) The total handle
time, in HH:MM:SS (hours, minutes,
seconds), for completed agent reservation calls handled by agents in the skill group
during the rolling five minute interval. The ReserveCallsTime 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.ReserveCallsTimeTo5
*Reserve Active Time5
(Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds),
for
completed agent reservation 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. ReserveCallsTalkTime 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.ReserveCallsTalkTimeTo5
*Active Auto Out
(Outbound Option only) The number of agents in the
skill group currently talking on
AutoOut (predictive) calls.
Derived from: Skill_Group_Real_Time.TalkingAutoOut
*Active Preview
(Outbound Option only) The number of agents in the
skill group currently talking on
outbound Preview calls.
Derived from: Skill_Group_Real_Time.TalkingPreview
*Active Reserve
(Outbound Option only) The number of agents in the
skill group currently talking on
agent reservation calls.
Derived from: Skill_Group_Real_Time.TalkingReserve
*Active Auto Out Time5
(Outbound Option only) The time, in HH:MM:SS
(hours, minutes, seconds), that agents
in the skill group spent talking on AutoOut (predictive) calls during the rolling five
minute interval.
Derived from: Skill_Group_Real_Time.TalkingAutoOutTimeTo5
*Active Preview Time5
(Outbound Option only) The time, in HH:MM:SS (hours, minutes, seconds), agents in
the
skill group spent talking on outbound Preview calls during the rolling five minute
interval.
Derived from: Skill_Group_Real_Time.TalkingPreviewTimeTo5