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
*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 during 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
Completed Tasks: % Aban
The percentage of abandoned tasks in relation to all tasks completed by the skill group. This
includes abandon in queue and abandon while ringing calls.
Derived from: ((Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.AbandonRingCallsToHalf)/
(Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.AbandonRingCallsToHalf +
Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf +
Skill_Group_Half_Hour.CallsHandledToHalf))
Completed Tasks: % Handled
The percentage of completed tasks that were handled at the skill group in relation to the number of
tasks queued to the skill group during the interval.
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf/ Total Calls Completed
where Total Calls Completed = 
Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.AbandonRingCallsToHalf +
Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf +

Skill_Group_Half_Hour.CallsHandledToHalf
*Internal In
The number of internal calls received by skill group agents during the half-hour interval.
This includes calls that were received from another agent through the transfer or conference key
that did not go through a script or for agent to agent tasks. The value is updated in the database
when the after-call work time associated with the call (if any) is completed. This applies to default
Skill Groups only.
Derived from: Skill_Group_Half_Hour.InternalCallsRcvdToHalf
*External Out
For default skill groups: the number of times an agent initiated an outgoing external call.
For routing skill groups: the number of times an agent initiated a transfer or conference to an
external device. The value is updated in the database when any after-call work time associated with
the call is completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf