Cisco Cisco IPCC Web Option Guida Utente
IPCC Agent Report Templates
agent27: Agent Historical All Fields Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
*Reserve
Handle Time
Handle Time
(Outbound Option only) The total handle time, in HH:MM:SS (hours, minutes,
seconds), for completed agent reservation tasks 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 tasks 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 time, in HH:MM:SS (hours, minutes, seconds), for
completed agent reservation tasks handled by the agent in the skill group during the
half-hour interval.
This value includes the time spent from the task being initiated to the time the agent
begins after-task work for the task. 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.
completed agent reservation tasks handled by the agent in the skill group during the
half-hour interval.
This value includes the time spent from the task being initiated to the time the agent
begins after-task work for the task. 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
Hold
(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
*Reserve
Hold Time
Hold Time
(Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) agent
reservation 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.
reservation 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.ReserveCallsOnHoldTimeToHalf
Time Zone
The time zone for the date and time. The value is the offset in minutes from GMT.
Derived from: Agent_Skill_Group_Half_Hour.TimeZone