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
*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 Time
(Outbound Option only) The total handle
time, in HH:MM:SS (hours, minutes,
seconds), for completed agent reservation calls handled by the agent in the skill group
in the half hour 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_Half_Hour.ReserveCallsTimeToHalf
*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) 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 number of seconds the agent spent talking on AutoOut
(predictiv
e) 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 number of seconds the agent spent 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