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
Work Ready Time
The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group were in the Work
Ready state in the half hour interval.
Derived from: Skill_Group_Half_Hour.WorkReadyTimeToHalf
Work Not Ready Time
The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group were in the Work
Not Ready state in the half hour interval.
Derived from: Skill_Group_Half_Hour.WorkNotReadyTimeToHalf
Busy Other Time
The time in HH:MM:SS (hours, minutes, seconds) that agents spent handling calls assigned to
other skill groups in the half hour interval.
Derived from: Skill_Group_Half_Hour.BusyOtherTimeToHalf
*Reserve Time
(Outbound Option only) The total handle time, in HH:MM:SS (hours, minutes, seconds), for
completed agent reservation calls handled by the agent in the skill group in the half hour interval.
Handle time includes WorkTime, TalkTime, and HoldTime. The ReserveCallsTime value includes
the time spent from the call being initiated 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.ReserveCallsTimeToHalf
*Transfer In
The number of calls transferred into the skill group in the half hour interval.
In Unified CCE with an IPCC System PG, a call is counted as offered as soon as it is sent to a skill
group and a call is counted as offered only when it is answered.
For blind transfers in Unified CCE, the value is updated in the database when an agent blind
transfers the call to an IVR.
Derived from: Skill_Group_Half_Hour.TransferInCallsToHalf
Note For blind transfers in Unified CCE with an IPCC System PG, this field is updated when the call
that was blind transferred to an IVR is subsequently transferred to another agent and the agent
answers the call. For this call scenario this field is not updated in Unified CCE without an IPCC
System PG.
*Transfer In Time
The time in HH:MM:SS (hours, minutes, seconds) that handling calls transferred into the skill
group in the half hour interval.
Derived from: Skill_Group_Half_Hour.TransferInCallsTimeToHalf