User Guide

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WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 5 Skill Group Report Templates
Unified CCE Enterprise Skill Group Reports
Longest Avail Agent
A date and time value that specifies the time that the longest Not Active agent for the skill group
became available. If no agent was available, the value is 0.
Derived from: Skill_Group_Real_Time.LongestAvailAgent
Router Tasks QNow
The number of calls currently queued to the skill group by the CallRouter.
Derived from: Skill_Group_Real_Time.RouterCallsQNow
Note In an IPCC Enterprise Gateway deployment, Unified ICM (parent) connected with a Unified
CCE with an IPCC System PG (child) or IPCC Express (child) through IPCC Gateway PG,
network queuing data is not available in the child or in the child agent/supervisor desktop. The
time spent in the network queue is not included in the reporting metrics in the child. A call center
manager who would normally only look at the Unified CCE child reports will need to also look
at the parent Unified ICM reports for network queuing data.
Offered5
The number of tasks offered to the skill group during the rolling five minute interval.
In Unified CCE with an IPCC System PG, a task is counted as offered as soon as it is sent to a skill
group.
In Unified CCE, a task is counted as offered only when it is answered. Offered calls are the total
number of incoming calls and internal calls sent to a specific route, service, or skill group. In
real-time data, a call is counted as offered as soon as it is sent to a route or service. However, if the
caller hangs up before the abandoned call wait time has elapsed, that call is not counted as offered
in the historical (5-minute and 30-minute) data. This ensures that the number of calls offered is the
same as the number answered plus the number abandoned.
Derived from: Skill_Group_Real_Time.CallsOfferedTo5
Answered5
The number of calls answered by agents in the skill group during the past five minutes.
The number of tasks begun includes only handled tasks and internal calls received, which are
tracked in the CallsHandled and InternalCallsReceived fields, respectively. The count for
CallsAnswered is updated in the database at the time the call is answered.
A call is counted as answered when it reaches an agent or IVR. For example, the
CallsAnsweredTo5 field in the Service_Five_Minute table counts the number of calls that reached
agents during the five-minute interval. The calls might still be in progress when the interval ends.
By contrast, a call is not counted as handled until it is finished. Therefore, the number of answered
calls and handled tasks during an interval is not necessarily the same, but eventually each call is
counted in both categories.
Derived from: Skill_Group_Real_Time.CallsAnsweredTo5
Note With the existence of a network VRU, in a Unified ICME deployment with an IPCC System PG,
this value will not include time spent in the network VRU.