User Guide

5- 86
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 Agent Statistics:
Not Active
The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group have
been in the Not Active state during the current five-minute interval. AvailTime is
included in the calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.AvailTimeTo5
Current 5 Minutes Agent Statistics:
Avg Hand Active Time
Average talk time in HH:MM:SS (hours, minutes, seconds) that for tasks counted as
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 tasks that are finished (that is, any after-task work associated
with the task has been completed). This field is updated in the database when any
after-task work associated with the task is completed.
Derived from: Skill_Group_Real_Time.AvgHandledCallsTalkTimeTo5
Current 5 Minutes Agent Statistics:
Avg Hand Time
Average handle time in HH:MM:SS (hours, minutes, seconds) that for tasks counted as
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
Current 5 Minutes Agent Statistics:
Busy Other
The time in HH:MM:SS (hours, minutes, seconds) that agents 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
Current 5 Minutes Agent Statistics:
Hand Tasks Active Time
The total talk 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-task work time associated with the task (if any) is
completed.
Derived from: Skill_Group_Real_Time.HandledCallsTalkTimeTo5