Cisco Cisco IP Contact Center Release 4.6.1 ユーザーガイド

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Agent Reports

agtper27: Agent Peripheral Historical All Fields Report

The total number of seconds that AutoOut (predictive) 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.AutoOutCallsOnHoldTimeToHalf

The total number of completed outbound Preview 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.PreviewCallsToHalf

The total handle time in seconds for completed outbound Preview calls 

handled by the agent in the skill group during the half-hour interval. Handle 

time includes WorkTime, TalkTime, and HoldTime, all of which are taken from 

the Termination_Call_Detail records. 
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

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.PreviewCallsTalkTimeToHalf

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