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
Completed Tasks: Incoming Avg Wrap Time
The average time that agents in the skill group spent in wrap-up for incoming tasks handled in the
half hour interval. Wrap-up work is task-related work performed by an agent after the task is over.
Derived from: (Skill_Group_Half_Hour.HandledCallsTimeToHalf -
Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf -
Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf)/
Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: Incoming AHT
The average handle time in HH:MM:SS (hours, minutes, seconds) for incoming tasks handled by
the skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.HandleCallsTimeToHalf/
Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: Incoming Avg Active Time
The average time that agents in the skill group were actively working on a incoming task in the half
hour interval. For voice, this is the average time spent while talking on a call.
Derived from: Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf/
Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: Incoming Hold Tasks Held Tasks
The number of incoming tasks that were put on hold in the half hour interval.
Derived from: Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf
Completed Tasks: Incoming Hold Tasks Avg Hold Time
The average hold time in HH:MM:SS (hours, minutes, seconds) for incoming tasks that were put
on hold for
the skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf/
Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Completed Tasks: External Out
The total number of completed outbound tasks made by agents in the skill group. The value is
updated in the database when any after-task work time associated with the task is completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf
FTE # Agents
The FTE (full time equivalent) value for the number of agents logged on in the half hour interval.
Derived from: sum(LoggedOnTimeToHalf)/ 1800
Note In the following summaries, the summary for FTE # Agents is based on an 8 hour shift
calculation. If the report interval is chosen to be less than 8 hours, then this value will be lower
than expected.