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: Avg Active Time
The Average Active Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the skill group
in the half hour interval.
Derived from: Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf/
Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: Avg Wrap Time
The Average Wrap Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the skill group
in the half hour interval.
Derived from: (Skill_Group_Half_Hour.HandledCallsTimeToHalf -
Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf -
Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf)/
Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: Aban Hold
The number of Unified ICM routed calls in the half hour interval that abandoned while on hold at
the agents’ phones and/or the number of paused tasks agents ended.
Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf
*Supv Assist
The number of calls for which agents received supervisor assistance in the half hour interval.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf
Emerg Assist
The number of emergency assist requests either by the agent or by the supervisor in the half hour
interval.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf
Barge In
The number of calls barged in on either by an agent or by the supervisor in the half hour interval.
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf
Intercept
The number of calls intercepted either by an agent or by the supervisor in the half hour interval.
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf
Skill Group Summary
The total fields for each skill group.
Enterprise Skill Group Summary
The total fields for each enterprise skill group.