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
*Out Time5
The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group took to complete
outbound ACD calls
during the rolling five minute interval.
The AgentOutCallsTime value includes the time spent from the call being initiated by the agent 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) is completed.
Derived from: Skill_Group_Real_Time.AgentOutCallsTimeTo5
Hold Time5
The time in HH:MM:SS (hours, minutes, seconds) that agents were in the hold or paused state
during the rolling five minute interval. HoldTime is counted only while the agent is doing no other
task related activity. HoldTime is included in the calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.HoldTimeTo5
Log On Time5
The time in HH:MM:SS (hours, minutes, seconds) that agents were logged into the skill group
during the rolling five minute interval.
This value is calculated as follows: HoldTimeTo5 + TalkInTimeTo5 + TalkOutTimeTo5 +
TalkOtherTimeTo5 + AvailTimeTo5 + NotReadyTimeTo5 + WorkReadyTimeTo5 +
WorkNotReadyTimeTo5 + BusyOtherTimeTo5 + ReservedStateTimeTo5
Derived from: Skill_Group_Real_Time.LoggedOnTimeTo5
Not Ready Time5
The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group have been in the
Not Ready state during the rolling five minute interval. NotReadyTime is included in the
calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.NotReadyTimeTo5
% Util
The percentage of Ready time that agents in the skill group spent talking or doing tasks during the
rolling five minute interval. This is the percentage of time the agents spend working on tasks in
relation to the time agents were ready.
Derived from: Skill_Group_Real_Time.PercentUtilizationTo5
Reserved Time5
The time in HH:MM:SS (hours, minutes, seconds) that agents for the skill group spent in the
Reserved state for the past five minutes. ReservedStateTime is included in the calculation of
LoggedOnTime.
Derived from: Skill_Group_Real_Time.ReservedStateTimeTo5