User Guide

IPCC Agent Report Templates agteam27: Agent Team Historical All Fields Report
2- 227
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
*Auto Out
On Hold Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, 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 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
*Preview
Tasks
(Outbound Option only) 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
*Preview
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.
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
*Preview
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.
Derived from: Agent_Skill_Group_Hlaf_Hour.PreviewCallsTalkTimeToHalf
*Preview
On 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.
Derived from: Agent_Skill_Group_Half_Hour.PreviewCallsOnHoldToHalf
*Preview
On 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.
Derived from: Agent_Skill_Group_Half_Hour.PreviewCallsOnHoldTimeToHalf