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
Rtr Tasks AbandQ
The number of tasks queued to the group by the CallRouter that were abandoned in the half hour
interval.
Derived from: Skill_Group_Half_Hour.RouterCallsAbandQToHalf
Rtr Queue Tasks
The number of tasks queued to the group by the CallRouter in the half hour interval.
Derived from: Skill_Group_Half_Hour.RouterQueueCallsToHalf
Avg Handled Active Time
The average talk time in HH:MM:SS (hours, minutes, seconds) for calls counted as handled by the
skill group in the half hour interval.
This formula for this value is HandledCallsTalkTimeToHalf/ CallHandledToHalf
AvgHandledCallsTalkTime is calculated only for handled calls, which are calls that are finished
(that is, any after-call work associated with the call has been completed).
HandledCallsTalkTime
includes time agents spend in the TalkingIn, TalkingOut, and TalkingOther states. This field is
updated in the database when any after-call work associated with the call is completed.
Derived from: Skill_Group_Half_Hour.AvgHandledCallsTalkTimeToHalf
*Auto Out Tasks
(Outbound Option only) The number of completed AutoOut (predictive) calls made by agents in
the skill group in the half hour interval. 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.AutoOutCallsToHalf
*Auto Out Time
(Outbound Option only) The handle time, in HH:MM:SS (hours, minutes, seconds), for completed
AutoOut (predictive) calls handled by agents in the skill group in the half hour interval. Handle
time includes WorkTime, TalkTime, and HoldTime. The AutoOutCallsTime 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.AutoOutCallsTimeToHalf
*Auto Out Active Time
(Outbound Option only) The talk time, in HH:MM:SS (hours, minutes, seconds), for completed
AutoOut (predictive) calls handled by agents in the skill group in the half hour interval. This value
includes the time spent from the call being initiated to the time the agent begins after-call work for
the call. It is based on TalkTime. It therefore includes the HoldTime associated with the call.
AutoOutCallsTalkTime 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.AutoOutCallsTalkTimeToHalf