User Guide

IPCC Skill Group Report Templates IPCC Enterprise Skill Group Real-Time Reports
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Avg Hand Active Time5
The average time in HH:MM:SS (hours, minutes, seconds) for tasks handled by the skill
group during the current five-minute interval.
This value is calculated as follows:HandledCallsTalkTimeTo5 / CallHandledTo5.
HandledCallsTalkTime includes the time agents in the skill group spend in the TalkingIn,
TalkingOut, and TalkingOther states. AvgHandledCallsTalkTime is calculated only for
handled tasks, which are calls that are finished (that is, any after-call work associated
with the call has been completed). This field is updated in the database when any
after-call work associated with the call is completed.
Derived from: Skill_Group_Real_Time.AvgHandledCallsTalkTimeTo5
Avg Hand Time5
The average handle time in HH:MM:SS (hours, minutes, seconds) for tasks handled by
the skill group during the current five-minute interval.
The value is calculated as follows:HandledCallsTimeTo5 / CallsHandledTo5.
HandledCallsTime is tracked only for inbound ACD calls counted as handled for the skill
group. HandledCallsTime is the time spent from the call being answered by the agent
to the time the agent completed any after-call work time for the call. This includes any
Hold time associated with the call. The AvgHandledCallsTime value is updated in the
database when the after-call work time associated with the call is completed.
Derived from: Skill_Group_Real_Time.AvgHandledCallsTimeTo5
Busy Other Time5
The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group have
spent in the BusyOther state during the current five-minute interval. BusyOtherTime is
included in the calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.BusyOtherTimeTo5
Hand Active Time5
The time in HH:MM:SS (hours, minutes, seconds) for tasks counted as handled by 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.HandledCallsTalkTimeTo5
Hand Time5
The total handle time, in HH:MM:SS (hours, minutes, seconds), for tasks counted as
handled by the skill group during the current five-minute interval. HandledCallsTime is
the time spent from the call being answered by the agent to the time the agent
completed after-call work associated with the call.
This 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.HandledCallsTimeTo5
*Out Time5
The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group took to
complete outbound ACD calls during the current five-minute 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)
is completed.
Derived from: Skill_Group_Real_Time.AgentOutCallsTimeTo5