User Guide
5-24
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
Active In Time5
The time in HH:MM:SS (hours, minutes, seconds) agents spent talking on inbound tasks for the
skill group during the rolling five minute interval. TalkInTime is included in the calculation of
TalkTime and LoggedOnTime.
Derived from: Skill_Group_Real_Time.TalkInTimeTo5
*Active Out Time5
The time in HH:MM:SS (hours, minutes, seconds) agents spent talking on outbound calls for the
skill group during the rolling five minute interval. TalkOutTime is included in the calculation of
TalkTime and LoggedOnTime.
Derived from: Skill_Group_Real_Time.TalkOutTimeTo5
Active Other Time5
The time in HH:MM:SS (hours, minutes, seconds) agents spent talking on other calls (neither
inbound nor outbound) or tasks for the skill group during the rolling five minute interval.
TalkOtherTime is included in the calculation of TalkTime and LoggedOnTime.
Derived from: Skill_Group_Real_Time.TalkOtherTimeTo5
Active Time5
The time in HH:MM:SS (hours, minutes, seconds) agents in the skill group have been in the Active
state during the rolling five minute interval.
This value is calculated as follows:TalkInTimeTo5 + TalkOutTimeTo5 + TalkOtherTimeTo5
Derived from: Skill_Group_Real_Time.TalkTimeTo5
*Transfer In Time5
The time in HH:MM:SS (hours, minutes, seconds) agents spent on calls transferred into 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 complete.
Derived from: Skill_Group_Real_Time.TransferInCallsTimeTo5
Work Not Ready Time5
The time in HH:MM:SS (hours, minutes, seconds) agents have been in the Work Not Ready state
during the rolling five minute interval. WorkNotReadyTime is included in the calculation of
LoggedOnTime.
Derived from: Skill_Group_Real_Time.WorkNotReadyTimeTo5
Work Ready Time5
The time in HH:MM:SS (hours, minutes, seconds) agents have been in the Work Ready state
during the rolling five minute interval. WorkReadyTime is included in the calculation of
LoggedOnTime.
Derived from: Skill_Group_Real_Time.WorkReadyTimeTo5