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
*Active Preview Time5
(Outbound Option only) The time, in HH:MM:SS (hours, minutes, seconds), agents in the skill
group spent talking on outbound Preview calls during the rolling five minute interval.
Derived from: Skill_Group_Real_Time.TalkingPreviewTimeTo5
*Active Reserve Time5
(Outbound Option only) The time, in HH:MM:SS (hours, minutes, seconds), agents in the skill
group spent talking on agent reservation calls during the rolling five minute interval.
Derived from: Skill_Group_Real_Time.TalkingReserveTimeTo5
*Tasks Queued Now
The number of calls currently queued to this skill group by the ACD.
Derived from: Skill_Group_Real_Time.CallsQueuedNow
Note This is not applicable to Unified CCE.
*Tasks In Progress
The number of tasks currently associated with this skill group. This field populates for non-voice
tasks only.
Derived from: Skill_Group_Real_Time.CallsInProgress
Interrupted Now
The number of agents whose state with respect to this skill group is currently Interrupted. This field
is currently not used in the database.
Derived from: Skill_Group_Real_Time.NumAgentsInterruptedNow
Interrupted Time5
The time, in HH:MM:SS (hours, minutes, seconds), that the agent spent in the Interrupted state in
the current five-minute interval.
This field is currently not used in the database.
Derived from: Skill_Group_Real_Time.InterruptedTimeTo5
Router Longest Call In Q
The time when the longest call in queue was queued for this skill group.
Derived from: Skill_Group_Real_Time.RouterLongestCallInQ
Note This is applicable to Unified CCE only.