Cisco Cisco E-Mail Manager Unity Integration Option User Guide
7-29
ICM WebView Online Help
Blended Agent Reports
Blended agent historical reports
Preview Active Time
The percentage of time that agents in the peripheral skill group spent talking
on completed outbound preview calls during the half-hour interval. This mea-
surement begins at the time the task is initiated, and ends at the time the
agent begins any after-task work for the task. It is based on the TalkTime
value from TerminationCallDetail, and includes the HoldTime associated with
the task. The database updates the PreviewCallsTalkTimeToHalf value when
any after-task work time associated with the task begins.
Derived from: Skill_Group_Half_Hour.PreviewCallsTalkTimeToHalf * 1.0 / 1800
Derived from: Skill_Group_Half_Hour.PreviewCallsTalkTimeToHalf * 1.0 / 1800
Preview Tasks
The total number of completed outbound Preview tasks made by the agent in
the skill group during the half-hour interval. The value is updated in the data-
base when the after-task work time associated with the task (if any) has com-
pleted.
Derived from: Skill_Group_Half_Hour.PreviewCallsToHalf
Derived from: Skill_Group_Half_Hour.PreviewCallsToHalf
Reserved Handle Time
The percentage of time that agents in the peripheral skill group spent talking
on completed reserved tasks during the half-hour interval. Handle time
includes three values taken from the Termination_Call_Detail records:
WorkTime
TalkTime
HoldTime
The PreviewCallsTime measurement begins at the time the task initiates, and
WorkTime
TalkTime
HoldTime
The PreviewCallsTime measurement begins at the time the task initiates, and
ends at the time the agent completes any after-task work for the task. The
database updates this value when any after-task work time associated with a
task ends.
Derived from: Skill_Group_Half_Hour.ReserveCallsTimeToHalf * 1.0 / 1800
Derived from: Skill_Group_Half_Hour.ReserveCallsTimeToHalf * 1.0 / 1800
Reserved Active Time
The percentage of time that agents in the peripheral skill group spent talking
on completed reserved tasks during the half-hour interval. This measurement
begins at the time the task is initiated, and ends at the time the agent begins
any after-task work for the task. It is based on the TalkTime value from Termi-
nationCallDetail, and includes the HoldTime associated with the task. The
database updates the ReserveCallsTalkTimeToHalf value when any after-call
work time associated with the task begins.
Derived from: Skill_Group_Half_Hour.ReserveCallsTalkTimeToHalf * 1.0 / 1800
Derived from: Skill_Group_Half_Hour.ReserveCallsTalkTimeToHalf * 1.0 / 1800
Reserved Tasks
The total number of completed agent reservation tasks made by the agent in
the skill group during the half-hour interval. The value is updated in the data-
base when the after-task work time associated with the task (if any) has com-
pleted.
Derived from: Skill_Group_Half_Hour.ReserveCallsToHalf
Derived from: Skill_Group_Half_Hour.ReserveCallsToHalf