Cisco Cisco E-Mail Manager Unity Integration Option User Guide
IPCC Agent Report Templates agtskg10: Outbound Option (Blended Agent) Predictive and Progressive Tasks Detail
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Data:
Skill Group Enterprise Name
The name of the skill group.
Derived from: Skill_Group.EnterpriseName and
Agent_Skill_Group_Half_Hour.SkillTargetId
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + Person.FirstName
Duration
The total handle time, in HH:MM:SS (hours, minutes, seconds) for completed AutoOut
(predictive) calls handled by the agent in the skill group during the half-hour interval.
Handle time includes the following three values:
WorkTime
TalkTime
HoldTime
The AgentAutoOutCallsTime measurement begins at the time the call initiates, and
ends at the time the agent completes any after-call work for the call. The database
updates this value when any after-call work time associated with a call ends.
(predictive) calls handled by the agent in the skill group during the half-hour interval.
Handle time includes the following three values:
WorkTime
TalkTime
HoldTime
The AgentAutoOutCallsTime measurement begins at the time the call initiates, and
ends at the time the agent completes any after-call work for the call. The database
updates this value when any after-call work time associated with a call ends.
Derived from: Agent_Skill_Group_Half_Hour.AutoOutCallsTimeToHalf
Total Tasks
The total number of completed AutoOut (predictive) calls that were made by agents in
the skill group during the half-hour interval. The database updates this value when any
after-call work time associated with a call ends.
the skill group during the half-hour interval. The database updates this value when any
after-call work time associated with a call ends.
Derived from: Agent_Skill_Group_Half_Hour.AutoOutCallsToHalf
Talk Time
The total talk time, in HH:MM:SS (hours, minutes, seconds), for all completed AutoOut
(predictive) calls handled by the agent in the skill group during the half-hour interval.
This measurement begins at the time the call is initiated, and ends at the time the
agent begins any after-call work for the call. TalkTime value includes the HoldTime
associated with the call. The database updates the AgentAutoOutCallsTalkTime value
when any after-call work time associated with the call ends.
(predictive) calls handled by the agent in the skill group during the half-hour interval.
This measurement begins at the time the call is initiated, and ends at the time the
agent begins any after-call work for the call. TalkTime value includes the HoldTime
associated with the call. The database updates the AgentAutoOutCallsTalkTime value
when any after-call work time associated with the call ends.
Derived from: Agent_Skill_Group_Half_Hour.AutoOutCallsTalkTimeToHalf
Avg Talk Time
The average time the agent spent talking during the selected time period.
Derived from: Agent_Skill_Group_Half_Hour.AutoOutCallsTalkTimeToHalf /
Agent_Skill_Group_Half_Hour.AutoOutCallsToHalf
Drilldowns available
No
Schema database
table
table
Agent
Agent_Skill_Group_Half_Hour
Person
Skill_Group
Agent_Skill_Group_Half_Hour
Person
Skill_Group