Cisco Cisco E-Mail Manager Unity Integration Option User Guide
IPCC Agent Report Templates
agtskg27: Agent Skill Group Historical All Fields Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
*Preview
Hold Time
Hold Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
outbound Preview calls were placed on hold by the agent in the skill group during the
half-hour interval.
This value is updated in the database when the after-call work associated with the call
(if any) has completed.
outbound Preview calls were placed on hold by the agent in the skill group during the
half-hour interval.
This value is updated in the database when the after-call work associated with the call
(if any) has completed.
Derived from: Agent_Skill_Group_Half_Hour.PreviewCallsOnHoldTimeToHalf
*Reserve
Tasks
Tasks
(Outbound Option only) The total number of completed agent reservation calls made
by the agent in the skill group during 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.
by the agent in the skill group during 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: Agent_Skill_Group_Half_Hour.ReserveCallsToHalf
*Reserve
Handle Time
Handle 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
during the half-hour interval.
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.
seconds), for completed agent reservation calls handled by the agent in the skill group
during the half-hour interval.
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: Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf
*Reserve
Talk + Hold Time
Talk + Hold Time
(Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds),
for completed agent reservation calls handled by the agent in the skill group during 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.
for completed agent reservation calls handled by the agent in the skill group during 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: Agent_Skill_Group_Half_Hour.ReserveCallsTalkTimeToHalf
*Reserve
Talk Time
Talk Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
the agent spent talking on agent reservation calls during the half-hour interval.
TalkReserveTime is included in the calculation of LoggedOnTime.
the agent spent talking on agent reservation calls during the half-hour interval.
TalkReserveTime is included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkReserveTimeToHalf
*Reserve
Hold Tasks
Hold Tasks
(Outbound Option only) The total number of completed agent reservation calls that the
agent in the skill group 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.
agent in the skill group 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: Agent_Skill_Group_Half_Hour.ReserveCallsOnHoldToHalf