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
Date
The date 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
Completed Tasks Incoming Avg Wrap Time
The average time that agents in the skill group spent in wrapup 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.HandledCallsTimeToHalf/
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 during the 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 during the interval.
Derived from: Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf/
Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
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