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
*Active Reserve Time
(Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) that the agent spent
talking on agent reservation calls in the half hour interval. TalkReserveTimeToHalf is included in
the calculation of LoggedOnTimeToHalf.
Derived from: Skill_Group_Half_Hour.TalkReserveTimeToHalf
*Barge In Tasks
The number of calls barged in on either by the supervisor or by the agent.
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf
*Intercept Tasks
The number of calls intercepted either by the supervisor or by the agent.
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf
*Monitor Tasks
The number of calls monitored either by the supervisor or by the agent.
Derived from: Skill_Group_Half_Hour.MonitorCallsToHalf
*Whisper Tasks
The number of calls coached either by the supervisor or by the agent.
Derived from: Skill_Group_Half_Hour.WhisperCallsToHalf
*Emergency Assist Tasks
The number of emergency assist requests either by the agent or by the supervisor.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf
Tasks Offered
The number of tasks received by this skill group for 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.
In Unified CCE, a call is counted as offered only when it is answered.
Derived from: Skill_Group_Half_Hour.RouterCallsOfferedToHalf
Tasks Queued
The number of calls queued to this skill group by the ACD in the half-hour interval. Not applicable
to Unified CCE without an IPCC System PG.
Derived from: Skill_Group_Half_Hour.CallsQueuedToHalf