User Guide

IPCC Agent Report Templates agtskg27: Agent Skill Group Historical All Fields Report
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
*OutBound Tasks
Hand Time
The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed
outbound ACD calls handled by the agent in the skill group during the half-hour
interval.
The AgentOutCallsTime value includes the time spent from the call being initiated by
the agent 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.AgentOutCallsTimeToHalf
*OutBound Tasks
Talk + Hold Time
The total talk time, in HH:MM:SS (hours, minutes, seconds), for completed outbound
ACD calls handled by the agent in the skill group during the half-hour interval.
This value 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
*OutBound Tasks
Out Time
The total time in HH:MM:SS (hours, minutes, 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
*OutBound Tasks
Hold
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
*OutBound Tasks
Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that outbound ACD calls were
placed on hold by agents 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 complete.
Derived from: Agent_Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf
*Other
TalkTime
The total time in HH:MM:SS (hours, minutes, 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