User Guide

5- 120
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports
*Callback Msg Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent processing
callback messages during the half-hour interval.
Derived from: Skill_Group_Half_Hour.CallbackMessagesTimeToHalf
Tasks Ans
The number of tasks begun during the half-hour interval.
Derived from: Skill_Group_Half_Hour.CallsAnsweredToHalf
Ans Wait Time
The total time in HH:MM:SS (hours, minutes, seconds) that callers spent waiting for
tasks to be responded to by the skill group during the half-hour interval.
AnswerWaitTime is calculated as follows: RingTime + NetworkTime + LocalQTime (for
standard ACDs) and NetQTime (for IPCC systems).
Derived from: Skill_Group_Half_Hour.AnswerWaitTimeToHalf
Tasks Hand
The tasks handled by the skill group during the half-hour interval.
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf
Hand Tasks Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
Active state for tasks associated with the skill group during the half-hour interval.
This value is updated in the database when the after-task work time associated with
the task (if any) has completed.
Derived from: Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf
Hand Tasks Time
The total handle time in HH:MM:SS (hours, minutes, seconds) for tasks counted as
handled by the skill group during the half-hour interval.
Derived from: Skill_Group_Half_Hour.HandledCallsTimeToHalf
Avg Hand Tasks Time
The average handle time in HH:MM:SS (hours, minutes, seconds) for tasks counted as
handled by the skill group during the half-hour interval:
Derived from: Skill_Group_Half_Hour.AvgHandledCallsTimeToHalf
Hold Time
The total time agents spent in the Hold/Paused state in this skill group, measured in
HH:MM:SS (hours, minutes, seconds) format. Includes Incoming Direct and Outgoing
Internal, although call counts are not shown in this report.
Derived from: Skill_Group_Half_Hour.HoldTimeToHalf
*Internal Out
The number of internal calls to the skill group during the half-hour interval.
Derived from: Skill_Group_Half_Hour.InternalCallsToHalf