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
The member skill group's enterprise name and ID.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
*Callback Msg
The number of callback messages processed by the agent the half hour interval,.
Derived from: Skill_Group_Half_Hour.CallbackMessagesToHalf
*Callback Msg Time
The time in HH:MM:SS (hours, minutes, seconds) that the agent spent processing callback
messages in the half hour interval.
Derived from: Skill_Group_Half_Hour.CallbackMessagesTimeToHalf
Answered
The number of tasks begun in the half hour interval.
Derived from: Skill_Group_Half_Hour.CallsAnsweredToHalf
Ans Wait Time
The time in HH:MM:SS (hours, minutes, seconds) that callers spent waiting for tasks to be
responded to by the skill group in the half hour interval.
AnswerWaitTime is calculated as follows: RingTime + NetworkTime + LocalQTime (for Unified
ICM systems) and NetQTime (for Unified CCE systems).
Derived from: Skill_Group_Half_Hour.AnswerWaitTimeToHalf
Note With the existence of a network VRU, in a Unified ICME deployment with an IPCC System PG
this value will not include time spent in the network VRU.
Drilldowns available Yes
Schema database tables Enterprise_Skill_Group
Enterprise_Skill_Group_Member
Skill_Group_Half_Hour
Skill_Group