Cisco Cisco IP Contact Center Release 4.6.1 ユーザーガイド
6-60
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Agent Reports
agent27: Agent Historical All Fields Report
*Preview
Talk + Hold Time
The total talk time, in 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
This value includes the time spent from the call being initiated to the time the
agent 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. 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
Derived from: Agent_Skill_Group_Half_Hour.PreviewCallsTalkTimeToHalf
*Preview
Talk Time
The number of seconds 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
Derived from: Agent_Skill_Group_Half_Hour.TalkPreviewTimeToHalf
*Preview
Hold
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.
Derived from: Agent_Skill_Group_Half_Hour.PreviewCallsOnHoldToHalf
Derived from: Agent_Skill_Group_Half_Hour.PreviewCallsOnHoldToHalf
*Preview
Hold Time
The total number of seconds that outbound Preview calls were placed on hold
by the agent 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 completed.
Derived from: Agent_Skill_Group_Half_Hour.PreviewCallsOnHoldTimeToHalf
Derived from: Agent_Skill_Group_Half_Hour.PreviewCallsOnHoldTimeToHalf
*Reserve
Tasks
The total number of completed agent reservation tasks made by the agent in
the skill group during 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: Agent_Skill_Group_Half_Hour.ReserveCallsToHalf
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsToHalf
*Reserve
Handle Time
The total handle time, in seconds, for completed agent reservation tasks
handled by the agent in the skill group during the half-hour interval.