Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario

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Agent Reports

agent27: Agent Historical All Fields Report

begins after-call work for the call. It is based on TalkTime from 

Termination_Call_Detail. It therefore includes the HoldTime associated with 

the call. AgentOutCallsTalkTime 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.AgentOutCallsTalkTimeToHalf

The number of seconds that agents in the skill group spent talking on 

outbound calls during the half-hour interval. TalkOutTime is included in the 

calculation of TalkTime and LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkOutTimeToHalf

The total number of completed outbound ACD calls that agents in the skill 

group have 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.AgentOutCallsOnHoldToHalf

The total number of seconds that outbound ACD calls were placed on hold by 

agents in the skill group during the half-hour interval. This data element is 

based on HoldTime from the Termination_Call_Detail record. The value is 

updated in the database when the after-call work associated with the call (if 

any) has complete. 
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf

The number of seconds that agents in the skill group spent talking on other 

calls (neither inbound nor outbound) during the half-hour interval. Examples 

of other calls include agent-to-agent transfers and supervisor calls. 

TalkOtherTime is included in the calculation of TalkTime and LoggedOnTime. 
Derived from: Agent_Skill_Group_Half_Hour.TalkOtherTimeToHalf

The number of internal calls initiated by the agent during the half-hour 

interval. The value is updated in the database when the after-call work time 

associated with the call (if any) is completed. 
Derived from: Agent_Skill_Group_Half_Hour.InternalCallsToHalf