Cisco Cisco IPCC Web Option Guida Utente
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Agent Report Templates
agent27: Agent Historical All Fields Report
*Preview
Handle Time
Handle Time
(Outbound Option only) The total handle time, in HH:MM:SS (hours, minutes,
seconds), for completed outbound Preview calls handled by the agent in the skill group
during the half-hour interval.
The PreviewCallsTime 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 outbound Preview calls handled by the agent in the skill group
during the half-hour interval.
The PreviewCallsTime 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.PreviewCallsTimeToHalf
*Preview
Talk + Hold Time
Talk + Hold Time
(Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds),
for completed outbound Preview 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.
PreviewCallsTalkTime is updated in the database when the after-call work time
associated with the call (if any) has completed.
for completed outbound Preview 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.
PreviewCallsTalkTime 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.PreviewCallsTalkTimeToHalf
*Preview
Talk Time
Talk Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that
the agent spent talking on outbound Preview calls during the half-hour interval.
TalkPreviewTime is included in the calculation of LoggedOnTime.
the agent spent talking on outbound Preview calls during the half-hour interval.
TalkPreviewTime is included in the calculation of LoggedOnTime.
Derived from: Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf
*Preview
Hold
Hold
(Outbound Option only) The total number of completed outbound Preview 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.PreviewCallsOnHoldToHalf
*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 tasks made
by the agent in the skill group during the half-hour interval. This value is updated in the
database when the after-task work time associated with the task (if any) has
completed.
by the agent in the skill group during the half-hour interval. This value is updated in the
database when the after-task work time associated with the task (if any) has
completed.
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsToHalf