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
entskg06: Enterprise Skill Group Performance Half Hour Report
See Entskg06, page 10-60 for an illustration of this report.
Overview:
Report subject A table of the selected enterprise skill group (s) showing the half-hour
d
ata for the incoming tasks handled.
Note Completed tasks are all the tasks that completed during the time
shown (that is, on the row in the report). This includes any
tasks which began before the time frame shown.
Purpose To show the performance of the selected Enterprise skill groups for the
selected time period. Provides information on how many incoming
tasks and External Out (Outbound) tasks were completed, along with
average times spent for incoming tasks. The report also provides
information on how many incoming tasks were put on hold, the average
hold time and the number of Full Time Equivalent (FTE) agents.
Template type Historical table
Sort order By enterprise skill group
Drilldowns available Yes
Schema database table Skill_Group_Half_Hour
Data:
Enterprise Skill Group
The enterprise skill group's enterprise name.
Derived from: Enterprise_Skill_Group.EnterpriseName
DateTime
The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and
HH:
MM:SS (hour, minute, second) format.
Derived from: Skill_Group_Half_Hour.DateTime
Completed Tasks: Incoming Handled
The number of incoming tasks handled by the skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf