User Guide

5-20
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
Handled5
The number of calls handled by the skill group during the rolling five minute interval. The count
for handled tasks associated with a skill group is updated when the after-call work time associated
with the call (if any) has completed.
A call is counted as handled when the call is finished. For example, the CallsHandledTo5 field in
the Service_Five_Minute table counts the number of calls that finished during the five-minute
interval. The calls might have been answered before the interval began.
By contrast, a call is counted as answered as soon as it reaches an agent. Therefore, the number of
handled tasks and answered calls during an interval is not necessarily the same, but eventually each
call is counted in both categories.
Derived from: Skill_Group_Real_Time.CallsHandledTo5
Aban Q 5
The count of calls abandoned in queue in the past five minutes.
Derived from: Skill_Group_Real_Time.RouterCallsAbandQTo5
Aban Agent 5
The count of calls abandoned after being routed to an agent in the past five minutes.
Derived from: Skill_Group_Real_Time.RouterCallsAbandAgentTo5
Tasks DeQueued 5
The count of calls dequeued from this skill group in the past five minutes.
Derived from: Skill_Group_Real_Time.RouterCallsDequeuedTo5
Skill Group Aban Dequeued
The number of calls that were de-queued from this skill group, and had to routed to another skill
group in the rolling five-minute interval.
This field is incremented when a call is de-queued through the Cancel Queue node.
Derived from: Skill_Group_Real_Time.RouterCallsAbandDequeuedTo5
*Out Tasks5
The total number of completed outbound ACD calls or tasks made by agents in the skill group
during the rolling five minute interval. The value is updated in the database when the after-call
work time associated with the call (if any) is completed.
Derived from: Skill_Group_Real_Time.AgentOutCallsTo5
*Transfer In5
The number of calls transferred into the skill group during the rolling five minute interval.
For blind transfers in Unified CCE, the value is updated in the database when an agent blind
transfers the call to an IVR.
Derived from: Skill_Group_Real_Time.TransferInCallsTo5