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
*Supervisor Assist Time
The time in HH:MM:SS (hours, minutes, seconds) that supervisor assisted calls occurred in the
half hour interval.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf
% Utilization
The percentage of Ready time that agents in the skill group spent talking or doing call work in the
half hour interval.
Derived from: Skill_Group_Half_Hour.PercentUtilizationToHalf
*External Out
The number of completed outbound ACD calls made by agents in the skill group, during a
half-hour interval. The value is updated in the database when any after-call work time associated
with the call is completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf
*Out Time30
The handle time, in HH:MM:SS (hours, minutes, seconds), for completed outbound ACD calls
handled by the agent in the skill group in the half hour interval.
Handle time includes WorkTime, TalkTime, and HoldTime. The AgentOutCallsTime value
includes the time spent from the call being initiated by the agent to the time the agent completes
after-call work time for the call. The value is updated in the database when the after-call-work time
associated with the call (if any) has completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsTimeToHalf
*Out Active Time
The talk time, in HH:MM:SS (hours, minutes, seconds), for completed outbound ACD calls
handled by an agent in the skill group in the half hour interval.
The value includes the time spent from the call being initiated by the agent to the time the agent
begins after call work for the call. The time includes hold time associated with the call. The value
is incremented when the after-call-work time associated with the call has completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsTalkTimeToHalf
*Out Hold Tasks
The number of completed outbound ACD calls an agent in the skill group has placed on hold at
least once. The value is incremented when the after-call-work time associated with the call has
completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf