User Guide

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports
*Agent Out Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that outbound ACD calls were
placed on hold during the half-hour interval.
This value updated in the database when after-call work associated with the call (if
any) is completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf
Active In Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent working on incoming tasks during the half-hour interval.
Derived from: Skill_Group_Half_Hour.TalkInTimeToHalf
*Active Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents spent talking on
outbound calls during the half-hour interval.
Derived from: Skill_Group_Half_Hour.TalkOutTimeToHalf
*Active Other Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents spent talking on
other calls (neither inbound nor outbound) during the half-hour interval.
Derived from: Skill_Group_Half_Hour.TalkOtherTimeToHalf
Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
were in the Active state during the half-hour interval.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf
Log On Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
were logged on during the half-hour interval.
Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf
Not Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
Available or Not Active state during the half-hour interval.
Derived from: Skill_Group_Half_Hour.AvailTimeToHalf
Not Ready Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
were in the Not Ready state during the half-hour interval.
Derived from: Skill_Group_Half_Hour.NotReadyTimeToHalf
Work Ready
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
were in the Work Ready state during the half-hour interval.
Derived from: Skill_Group_Half_Hour.WorkReadyTimeToHalf