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
Note For blind transfers in Unified CCE with an IPCC System PG, this field is updated when the call
that was blind transferred to an IVR is subsequently transferred to another agent and the agent
answers the call. For this call scenario this field is not updated in Unified CCE without an IPCC
System PG.
*Transfer Out5
The number of calls transferred out of the skill group during the rolling five minute interval. The
value is updated in the database when the transfer of the call is complete.
Derived from: Skill_Group_Real_Time.TransferOutCallsTo5
Ans Wait Time5
The sum of the answer wait times of all the tasks associated with this skill group that agents began
during the rolling five minute interval. The time is express in HH:MM:SS (hours, minutes,
seconds) format.
AnswerWaitTime is associated only with handled tasks and internal calls received.
AnswerWaitTime is calculated as follows: RingTime + NetworkTime + LocalQTime (for Unified
ICM systems) and NetQTime (for Unified CCE systems).
Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5
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.
Not Active Time5
The total time in HH:MM:SS (hours, minutes, seconds) format that agents in the skill group have
been in the Not Active or Available state during the rolling five minute interval. AvailTime is
included in the calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.AvailTimeTo5
Avg Hand Active Time5
The average time in HH:MM:SS (hours, minutes, seconds) for tasks handled by the skill group
during the rolling five minute interval.
This value is calculated as follows:HandledCallsTalkTimeTo5/ CallHandledTo5.
HandledCallsTalkTime includes the time agents in the skill group spend in the TalkingIn,
TalkingOut, and TalkingOther states. AvgHandledCallsTalkTime is calculated only for handled
tasks, which are calls that are finished (that is, any after-call work associated with the call has been
completed). This field is updated in the database when any after-call work associated with the call
is completed.
Derived from: Skill_Group_Real_Time.AvgHandledCallsTalkTimeTo5