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
Longest Task Queued
The longest queued task on the routing media, measured in HH:MM:SS (hours, minutes, seconds)
format.
Derived from:Skill_Group_Real_Time.RouterLongestCallInQ (In a Unified CCE routing media
domain)
Skill_Group_Real_Time.LongestCallQ (In a standard ACD media domain)
ASA5
The Average Speed of Answer measured in HH:MM:SS (hours, minutes, seconds) format for the
skill group.
Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5/
Skill_Group_Real_Time.CallsAnsweredTo5
Handled
The number of tasks that have been handled in the past 5 minutes.
Derived from: Skill_Group_Real_Time.CallsHandledTo5
AHT
The average time in HH:MM:SS (hours, minutes, seconds) it has taken within the past 5 minutes to
handle a task.
Derived from: Skill_Group_Real_Time.HandledCallsTimeTo5/
Skill_Group_Real_Time.CallsHandledTo5
Log On
The number of agents that are currently logged on to the skill group. This count is updated each
time an agent logs on and each time an agent logs off.
Derived from: Skill_Group_Real_Time.LoggedOn
Not Ready
The number of agents in the Not Ready state for the skill group.
Not Ready is a state in which agents are logged on but are neither involved in any call handling
activity nor available to handle a call.
Derived from: Skill_Group_Real_Time.NotReady
Not Active
The number of agents in the skill group who are currently not working on a task associated with the
skill group.
Derived from: Skill_Group_Real_Time.Avail
Active In
The number of agents in the skill group currently working on inbound tasks.
Derived from: Skill_Group_Real_Time.TalkingIn