User Guide

5-22
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
Avg Hand Time
The average handle time in HH:MM:SS (hours, minutes, seconds) for tasks handled by the skill
group during the rolling five minute interval.
The value is calculated as: HandledCallsTimeTo5/ CallsHandledTo5
HandledCallsTime is tracked only for inbound ACD calls counted as handled for the skill group.
HandledCallsTime is the time spent from the call being answered by the agent to the time the agent
completed any after-call work time for the call. This includes any Hold time associated with the
call. The AvgHandledCallsTime value is updated in the database when the after-call work time
associated with the call is completed.
Avg Hand Time 5
The average handle time in HH:MM:SS (hours, minutes, seconds) for tasks handled by the skill
group during the rolling five minute interval.
The value is calculated as follows:HandledCallsTimeTo5/ CallsHandledTo5.
HandledCallsTime is tracked only for inbound ACD calls counted as handled for the skill group.
Derived from: Skill_Group_Real_Time.AvgHandledCallsTimeTo5
Busy Other Time 5
The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group have spent in the
BusyOther state during the rolling five minute interval. BusyOtherTime is included in the
calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.BusyOtherTimeTo5
Hand Active Time 5
The time in HH:MM:SS (hours, minutes, seconds) for tasks counted as handled by 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.HandledCallsTalkTimeTo5
Hand Time5
The total handle time, in HH:MM:SS (hours, minutes, seconds), for tasks counted as handled by
the skill group during the rolling five minute interval. HandledCallsTime is the time spent from the
call being answered by the agent to the time the agent completed after-call work associated with
the call.
This 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.HandledCallsTimeTo5