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
SL Tasks Aban
The count of calls that are abandoned within the skill group service level threshold in the last half
hour interval.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsAbandToHalf
SL Tasks Dequeued
The count of calls that are dequeued from a skill group within the skill group service level
threshold in the last half hour interval.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsDequeuedToHalf
SL Error Count
The count of calls that resulted in an error condition from a skill group within the skill group
service level threshold in the last half hour interval.
Derived from: Skill_Group_Real_Time.ServiceLevelErrorToHalf
SL Tasks RONA
The count of calls that are redirected with no answer within the skill group service level threshold
in the last half hour interval.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsDequeuedToHalf
Net Cons Out
The number of network consultative calls completed by agents who have at least one call on hold.
Derived from: Agent_Skill_Group_Half_Hour.NetConsultativeCallsToHalf
Net Cons Out Time
The number of seconds spent on network consultative calls by agents who have at least one call on
hold.
Derived from: Agent_Skill_Group_Half_Hour.NetConsultativeCallsTimeToHalf
Net Conf Out
The number of conference calls initiated by agents.
Derived from: Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf
Net Conf Out Time
The number of seconds spent on conference calls.
Derived from: Agent_Skill_Group_Half_Hour.NetConferencedOutCallsTimeToHalf
Net Trans Out
The number of calls transferred out by agents in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.NetTransferredOutCallsToHalf