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 Peripheral Skill Group Reports
*Current 5 Minutes Task Statistics: Auto Out Active Time
(Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) for
complete
d AutoOut (predictive) 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 is based on
TalkTime. It therefore 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
*Current 5 Minutes Task Statistics: 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
*Current 5 Minutes Task St
atistics: Preview Time
(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. 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_Real_Time.PreviewCallsTimeTo5
*Current 5 Minutes Task Statisti
cs: Preview Active Time
(Outbound Option only) The total active 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. 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
*Current 5 Minutes Task Statistics: 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
*Current 5 Minutes Task Statistics: Reserve Time
(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. Handle time includes WorkTime, TalkTime, and HoldTime.
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