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
*Transfer Out
The number of calls transferred out of the skill group in the half hour interval. The value is updated
in the database when the transfer of the call is complete.
Derived from: Skill_Group_Half_Hour.TransferOutCallsToHalf
Aban Ring
For Voice: The total number of calls that were abandoned while the agent’s phone was ringing.
For Non-voice: The total number of tasks that were abandoned while being offered to an agent.
Derived from: Skill_Group_Half_Hour.AbandonRingCallsToHalf
Aban Ring Time
The time in HH:MM:SS (hours, minutes, seconds) that calls to the skill group abandoned while
ringing at the agent's phone. The value is incremented at the time the call disconnects.
Derived from: Skill_Group_Half_Hour.AbandonRingTimeToHalf
Aban Hold
The number of tasks offered to the skill group that abandoned while being held or paused by the
agent. The value is incremented at the time the call disconnects.
Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf
Skill Group Aban Dequeued
The number of calls that were abandoned and dequeued from this skill group.
Derived from: Skill_Group_Half_Hour.RouterCallsAbandDequeuedToHalf
*Agent Trmnatd Tasks
The number of ACD calls that were terminated by an agent in the skill group before the far end
released. Value incremented at the time the call disconnects. Includes AgentOutCallsToHalf and
CallsHandledToHalf.
Derived from: Skill_Group_Half_Hour.AgentTerminatedCallsToHalf
*Consult Tasks
The number of consultative calls completed by agents in the skill group with at least one ACD call
on hold.
Derived from: Skill_Group_Half_Hour.ConsultativeCallsToHalf
*Consult Time
The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent handling a
consultative call with at least on ACD call on hold. The value is incremented when the
after-call-work time associated with the consultative call has completed.
Derived from: Skill_Group_Half_Hour.ConsultativeCallsTimeToHalf