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
DateTime (no label)
The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and
HH:MM:SS (hour, minute, second) format.
Derived from: Skill_Group_Half_Hour.DateTime
Queued
The number of tasks queued to the skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.RouterQueueCallsToHalf
Completed Tasks: Total
The number of tasks received by this skill group for the half-hour interval.
Derived from: (Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.AbandonRingCallsToHalf +
Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf +
Skill_Group_Half_Hour.CallsHandledToHalf)
Completed Tasks: Aban in Queue
The number of queued tasks for the skill group that were abandoned from the router queue (not the
TDM queue) in the half hour interval.
Derived from: Skill_Group_Half_Hour.RouterCallsAbandQToHalf
Completed Tasks: 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
*Completed Tasks: Redirect No Answer
The number of tasks to the skill group sent to an agent’s terminal and redirected on failure to
answer. The value is updated in the database at the time the call is diverted to another device.
Derived from: Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
Completed Tasks: Handled
The tasks handled by the skill group in the half hour interval. The count for handled tasks
associated with a skill group is updated when the after-task work time associated with the task (if
any) has completed.
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf