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 Out
The number of agents in the skill group currently talking on outbound calls.
Derived from: Skill_Group_Real_Time.TalkingOut
*Active Other
The number of agents in the skill group currently talking on internal (neither inbound nor
outbound) calls. Examples of “other calls” include agent-to-agent transfers and supervisor calls.
Derived from: Skill_Group_Real_Time.TalkingOther
*Active Auto Out
The number of agents in the skill group currently talking on AutoOut (predictive) calls.
Derived from: Skill_Group_Real_Time.TalkingAutoOut
*Active Preview
The number of agents in the skill group currently talking on outbound Preview calls.
Derived from: Skill_Group_Real_Time.TalkingPreview
*Active Reservation
The number of agents in the skill group currently talking on agent reservation calls.
Derived from: Skill_Group_Real_Time.TalkingReserve
Avg Active Time
The average talk or active time measured in HH:MM:SS (hours, minutes, seconds) format within
the past 5 minutes.
Derived from: (Skill_Group_Real_Time.HandledCallsTalkTimeTo5/
Skill_Group_Real_Time.CallsHandledTo5)
Wrap Up
The number of agents currently in wrap-up state for this skill group.
Wrap Up is call-related work performed by an agent after the call is over. An agent performing
wrap up is in either the Work Ready or Work Not Ready state.
Derived from: Skill_Group_Real_Time.WorkReady + Skill_Group_Real_Time.WorkNotReady
Hold
The number of agents that have all active calls on hold or whose state to the skill group is Paused.
The agent is not in the Hold state with one call on hold and talking on another call (for example, a
consultative call). The agent must have all active calls on hold.
Derived from: Skill_Group_Real_Time.Hold