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
Data:
Enterprise Skill Group
The enterprise skill group's enterprise name and ID.
Derived from: Enterprise_Skill_Group.EnterpriseName and
Enterprise_Skill_Group.EnterpriseSkillGroupID
Skill Group (no label)
The member skill group's enterprise name and ID.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
% Not Active
The percentage of the time that all agents in the skill group were in the Not Active state or
Available during the interval. This value is measured against the total time that all agents were
logged on during the selected interval.
Derived from: (Skill_Group_Half_Hour.AvailTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
% Not Ready
The percentage of the time that all agents in the skill group were in the Not Ready state during the
selected interval. This value is measured against the total time that all agents were logged on
during the interval.
Derived from: (Skill_Group_Half_Hour.NotReadyTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
% Active
The percentage of the time that all agents in the skill group were working on incoming tasks or
were in the Active, Talking In, Talking Out, or Talking Other states during the interval. This value
is measured against the total time that all agents were logged on during the selected interval.
Derived from: (Skill_Group_Half_Hour.TalkTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
% Wrap Up
The percentage of the time that all agents in the skill group were in wrap up during the selected
interval. This value is measured against the total time that all agents were logged on during the
interval.
Derived from: ((Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Drilldowns available No
Schema database table Enterprise_Skill_Group
Skill_Group_Half_Hour