Cisco Cisco IP Contact Center Release 4.6.2 User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 2 Agent Report Templates
Agent By Skill Group Reports
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.
Derived from: Agent_Skill_Group_Half_Hour.AutoOutCallsToHalf
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.
Derived from: Agent_Skill_Group_Half_Hour.AutoOutCallsTalkTimeToHalf
(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
Derived from: Agent_Skill_Group_Half_Hour.AutoOutCallsTalkTimeToHalf /
Agent_Skill_Group_Half_Hour.AutoOutCallsToHalf
Reserve Tasks
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.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsToHalf
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 Time
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.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf
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
Avg Reserve Time
The average time the agent spent in handling reservation calls during the selected time
period.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.ReserveCallsToHalf
period.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsTimeToHalf /
Agent_Skill_Group_Half_Hour.ReserveCallsToHalf
agtskg11: Outbound Option (Blended Agent) Preview Task Detail Performance Report
Overview:
Subject
A table of all agents in the selected skill groups showing each agent's
performance call data for preview calls, gathered in half-hour increments.
performance call data for preview calls, gathered in half-hour increments.