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 Tasks
(Outbound Option only) The total number of
completed agent reservation 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.ReserveCallsToHalf
*Reserve Active Time
(Outbound Option only) The total talk time, in HH:MM:S
S (hours, minutes, seconds),
for completed agent reservation 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. ReserveCallsTalkTime 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.ReserveCallsTalkTimeToHalf
*Reserve Hold Tasks
(Outbound Option only) The total number of
completed agent reservation calls that
agents in the skill group have 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
.ReserveCallsOnHoldToHalf
*Reserve Hold Time
(Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) that agent
reserv
ation 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.ReserveCallsOnHoldTimeToHalf
*Active Auto Out Time
(Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) that the
agent
spent talking on AutoOut (predictive) calls in the half hour interval.
TalkAutoOutTimeToHalf is included in the calculation of LoggedOnTimeToHalf.
Derived from: Skill_Group_Half_Hour.TalkAutoOutTimeToHalf
*Active Preview Time
(Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) that the
agent spe
nt talking on outbound Preview calls in the half hour interval.
TalkAutoOutTimeToHalf is included in the calculation of LoggedOnTimeToHalf.
Derived from: Skill_Group_Half_Hour.TalkPreviewTimeToHalf
*Active Reserve Time
(Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) that the
agent spe
nt talking on agent reservation calls in the half hour interval.
TalkReserveTimeToHalf is included in the calculation of LoggedOnTimeToHalf.
Derived from: Skill_Group_Half_Hour.TalkReserveTimeToHalf