User Guide

5-52
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 Hold Tasks
(Outbound Option only) The number of completed AutoOut (predictive) calls that
agents in the skill group ha
ve 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: Skill_Group_Half_Hour.AutoOutCallsOnHoldToHalf
*Auto Out Hold Time
(Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) that AutoOut
(predictiv
e) calls were placed on hold by agents in the skill group in the half hour
interval. This data element is based on HoldTime. The value is updated in the database
when the after-call work associated with the call (if any) has completed.
Derived from: Skill_Group_Half_Hour.AutoOutCallsOnHoldTimeToHalf
*Preview Tasks
(Outbound Option only) The total number of completed outbound Preview calls made
by
agents 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: 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. 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_Half_Hour.PreviewCallsTimeToHalf
*Preview Active Time
(Outbound Option only) The total talk 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. 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_Half_Hour.PreviewCallsTalkTimeToHalf
*Preview Hold Tasks
(Outbound Option only) The total number of completed outbound Preview calls that
agents in the skill group ha
ve 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: Skill_Group_Half_Hour.PreviewCallsOnHoldToHalf
*Preview Hold Time
(Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) that
outbound Pre
view calls were placed on hold by agents in the skill group in the half hour
interval. The value is updated in the database when the after-call work associated with
the call (if any) has completed.
Derived from: Skill_Group_Half_Hour.PreviewCallsOnHoldTimeToHalf