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
Handled
The tasks handled by the skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf
Hand Active Time
The time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Active state for tasks
associated with the skill group in the half hour interval.
The value is updated in the database when the after-task work time associated with the task (if any)
has completed.
Derived from: Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf
Handled Time
The handle time in HH:MM:SS (hours, minutes, seconds) for tasks counted as handled by the skill
group in the half hour interval.
Derived from: Skill_Group_Half_Hour.HandledCallsTimeToHalf
Avg Hand Time
The average handle time in HH:MM:SS (hours, minutes, seconds) for tasks counted as handled by
the skill group in the half hour interval:
Derived from: Skill_Group_Half_Hour.AvgHandledCallsTimeToHalf
Hold Time
The total time agents spent in the Hold/Paused state in this skill group, measured in HH:MM:SS
(hours, minutes, seconds) format. Includes Incoming Direct and Outgoing Internal, although call
counts are not shown in this report.
Derived from: Skill_Group_Half_Hour.HoldTimeToHalf
*Internal Tasks
The number of internal calls to the skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.InternalCallsToHalf
*Internal Tasks Time
The time in HH:MM:SS (hours, minutes, seconds) that internal calls to the skill group occurred in
the half hour interval.
Derived from: Skill_Group_Half_Hour.InternalCallsTimeToHalf
*Supervisor Assist Tasks
The number of calls for which agents received supervisor assistance in the half hour interval.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf