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
Note In a Unified CCE Gateway deployment, Unified ICM (parent) connected with a Unified CCE
with an IPCC System PG (child) or IPCC Express (child) through IPCC Gateway PG, network
queuing data is not available in the child or in the child agent/supervisor desktop. The time spent
in the network queue is not included in the reporting metrics in the child. A call center manager
who would normally only look at the Unified CCE child reports will need to also look at the
parent Unified ICM reports for network queuing data.
Interrupted Time
The time in HH:MM:SS (hours, minutes, seconds) that agents were in the Interrupted state with
respect to this skill group in the half-hour interval. This is currently not used in the database.
Derived from: Skill_Group_Half_Hour.InterruptedTimeToHalf
DB DateTime
The date and time that data was last written to the Historical Database Server (HDS) from the
logger database. This is different from the time that the data was created. This is useful if you are
extracting data from the historical database and you want to see when it was last updated.
Derived from: Skill_Group_Half_Hour.DbDatetime
RTR Tasks Offered
The count of calls routed or queued for a skill in the last half hour interval.
Derived from: Skill_Group_Half_Hour.RouterCallsOfferedToHalf
RTR Tasks Agent Aban
The count of calls abandoned after being routed to an agent in the last half hour interval.
Derived from: Skill_Group_Half_Hour.RouterCallsAbandToAgentToHalf
RTR Tasks Agent DeQueued
The count of calls dequeued from the skill group in the last half hour interval.
Derived from: Skill_Group_Half_Hour.RouterCallsDequeuedToHalf
RTR Error Count
The count of calls that resulted in an error condition in the last half hour interval.
Derived from: Skill_Group_Half_Hour.RouterErrorToHalf
Service Level
The service level for the skill group in the last half hour interval.
Derived from: Skill_Group_Half_Hour.ServiceLevelToHalf
SL Tasks
The count of calls that are routed to the skill group or queued to the skill group in the last half hour
interval.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsOfferedToHalf