User Guide

5- 84
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Skill Group Report Templates IPCC Peripheral Skill Group Real-Time Reports
*Current 5 Minutes Task Statistics:
Transfer Out
The number of calls transferred out of the skill group during the current five-minute
interval. The value is updated in the database when the transfer of the call is
completed.
Derived from: Skill_Group_Real_Time.TransferOutCallsTo5
*Current 5 Minutes Task Statistics: Transfer In Time
The time in HH:MM:SS (hours, minutes, seconds) that agents spent on calls
transferred into the skill group during the current five-minute interval. The value is
updated in the database when the after-call work time associated with the call (if any)
is completed.
Derived from: Skill_Group_Real_Time.TransferInCallsTimeTo5
*Current 5 Minutes Task Statistics: Auto Out
(Outbound Option only) The total number of completed AutoOut (predictive) calls made
by agents in the skill group during the current five-minute interval. The value is
updated in the database when the after-call-work time associated with the call (if any)
has completed.
Derived from: Skill_Group_Real_Time.AutoOutCallsTo5
*Current 5 Minutes Task Statistics: Auto Out Time
(Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) for
completed AutoOut (predictive) calls handled by agents in the skill group during the
current five-minute interval. Handle time includes WorkTime, TalkTime, and HoldTime.
The AutoOutCallsTime 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: Skill_Group_Real_Time.AutoOutCallsTimeTo5
*Current 5 Minutes Task Statistics: Auto Out Active Time
(Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) for
completed AutoOut (predictive) calls handled by agents in the skill group during the
current five-minute interval. 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. It therefore includes the HoldTime associated with the call.
AutoOutCallsTalkTime is updated in the database when the after-call work time
associated with the call (if any) has completed.
Derived from: Skill_Group_Real_Time.AutoOutCallsTalkTimeTo5
*Current 5 Minutes Task Statistics: Preview
(Outbound Option only) The total number of outbound Preview calls made by agents in
the skill group during the current five-minute interval. The value is updated in the
database when the after-call work time associated with the call (if any) has completed.
Derived from: Skill_Group_Real_Time.PreviewCallsTo5
*Current 5 Minutes Task Statistics: Preview Time
(Outbound Option only) The total handle time in HH:MM:SS (hours, minutes, seconds)
for completed outbound Preview calls handled by agents in the skill group during the
current five-minute interval. Handle time includes WorkTime, TalkTime, and HoldTime.