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
*Out Hold Time
The time in HH:MM:SS (hours, minutes, seconds) that outbound ACD calls were placed on hold in
the half hour interval.
This value updated in the database when after-call work associated with the call (if any) is
completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf
Active In Time
The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent working on
incoming tasks in the half hour interval.
Derived from: Skill_Group_Half_Hour.TalkInTimeToHalf
Active Out Time
The time in HH:MM:SS (hours, minutes, seconds) that agents spent talking on outbound calls in
the half hour interval.
Derived from: Skill_Group_Half_Hour.TalkOutTimeToHalf
*Active Other Time
The time in HH:MM:SS (hours, minutes, seconds) that agents spent talking on other calls (neither
inbound nor outbound) in the half hour interval.
Derived from: Skill_Group_Half_Hour.TalkOtherTimeToHalf
Active Time30
The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group were in the Active
state in the half hour interval.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf
Log On Duration
The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group were logged on in
the half hour interval.
Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf
Not Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Available or Not
Active state in the half hour interval.
Derived from: Skill_Group_Half_Hour.AvailTimeToHalf
Not Ready Time
The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group were in the Not
Ready state in the half hour interval.
Derived from: Skill_Group_Half_Hour.NotReadyTimeToHalf