Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide
5-114
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
–
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.
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.PreviewCallsTimeToHalf
Preview Active Time
The percentage of time that agents in the peripheral skill group spent talking on
completed outbound preview calls in 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 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.
completed outbound preview calls in 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 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
Preview Tasks
The total number of completed outbound Preview tasks made by the agent in the skill
group in the half hour interval. The value is updated in the database when the
after-task work time associated with the task (if any) has completed.
group in the half hour interval. The value is updated in the database when the
after-task work time associated with the task (if any) has completed.
Derived from: Skill_Group_Half_Hour.PreviewCallsToHalf
Reserved Time
The total handle time, in HH:MM:SS (hours, minutes, seconds) format, 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.
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
Reserved Tasks
The total number of completed agent reservation tasks made by the agent in the skill
group in the half hour interval. The value is updated in the database when the
after-task work time associated with the task (if any) has completed.
group in the half hour interval. The value is updated in the database when the
after-task work time associated with the task (if any) has completed.
Derived from: Skill_Group_Half_Hour.ReserveCallsToHalf
Skill Group Summary
The total for each field for each skill group.