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
*Agent Out Talk Time
The total talk time, in HH:MM:SS (hours, minutes, seconds),
for completed outbound
ACD calls handled by an agent in the skill group in the half hour interval.
The value includes the time spent from the cal
l being initiated by the agent to the time
the agent begins after call work for the call. The time includes hold time associated
with the call. The value is incremented when the after-call-work time associated with
the call has completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsTalkTimeToHalf
*Agent Out On Hold
The total number of completed o
utbound ACD calls an agent in the skill group has
placed on hold at least once. The value is incremented when the after-call-work time
associated with the call has completed.
Derived from: Skill_Group_Half_Hour
.AgentOutCallsOnHoldToHalf
*Agent Out Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that
outbound ACD calls were
placed on hold in the half hour interval.
This value updated in the database when after-call work associated with the call (if
an
y) is completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf
Active In Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent wor
king on incoming tasks in the half hour interval.
Derived from: Skill_Group_Half_Hour.TalkInTimeToHalf
*Active Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents spent talking on
outbound calls
in the half hour interval.
Derived from: Skill_Group_Half_Hour.TalkOutTimeToHalf
*Active Other Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents spent talking on
other calls (n
either inbound nor outbound) in the half hour interval.
Derived from: Skill_Group_Half_Hour.TalkOtherTimeToHalf
Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
we
re in the Active state in the half hour interval.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf
Logged On Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
were logged on in the half hour interval.
Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf