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
Rtr Tasks AbandQ
The number of tasks queued to the group by the CallRouter that were abandoned
during the half-hour interval.
Derived from: Skill_Group_Half_Hour.RouterCallsAbandQToHalf
Rtr Queue Tasks
The number of tasks queued to the group by the CallRouter during the half-hour
interval.
Derived from: Skill_Group_Half_Hour.RouterQueueCallsToHalf
Avg Handled Active Time
The average talk time in HH:MM:SS (hours, minutes, seconds) for calls counted as
handled by the skill group during the half-hour interval.
This formula for this value is HandledCallsTalkTimeToHalf / CallHandledToHalf
AvgHandledCallsTalkTime is calculated only for handled calls, which are calls that are
finished (that is, any after-call work associated with the call has been completed).
HandledCallsTalkTime includes time agents spend in the TalkingIn, TalkingOut, and
TalkingOther states. This field is updated in the database when any after-call work
associated with the call is completed.
Derived from: Skill_Group_Half_Hour.AvgHandledCallsTalkTimeToHalf
*Auto Out Tasks
(Outbound Option only) The total number of completed AutoOut (predictive) calls made
by agents in the skill group during the half-hour 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_Half_Hour.AutoOutCallsToHalf
*Auto Out Time
(Outbound Option only) The total handle time, in HH:MM:SS (hours, minutes,
seconds), for completed AutoOut (predictive) calls handled by agents in the skill group
during the half-hour 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_Half_Hour.AutoOutCallsTimeToHalf
*Auto Out Active Time
(Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds),
for completed AutoOut (predictive) calls handled by agents in the skill group during the
half-hour 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 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_Half_Hour.AutoOutCallsTalkTimeToHalf
*Auto Out Hold Tasks
(Outbound Option only) The total number of completed AutoOut (predictive) calls that
agents in the skill group have placed on hold at least once. 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_Half_Hour.AutoOutCallsOnHoldToHalf