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 for agents in the skill group in the half hour interval.
Derived from: (Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf/
Skill_Group_Half_Hour.CallsHandledToHalf)
Completed Tasks: Aban Hold
The number of Unified ICM routed tasks that abandoned while on hold and/or the number of
paused tasks ended by the agents within this skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf
*Transfer In
The number of calls transferred into the skill group in the half hour interval. The value is updated
in the database when the call is complete.
In Unified CCE with an IPCC System PG, a call is counted as offered as soon as it is sent to a skill
group.
In Unified CCE, a call is counted as offered only when it is answered.
Derived from: Skill_Group_Half_Hour.TransferInCallsToHalf
*Transfer Out
The number of tasks this agent transferred to another agent or skill group in the half hour interval.
This includes Consultative Calls. The value is updated in the database when the transfer of the call
is completed.
Derived from: Skill_Group_Half_Hour.TransferredOutCallsToHalf +
Skill_Group_Half_Hour.NetTransferredOutCallsToHalf
*External Out
For default skill groups: the number of times an agent initiated an outgoing external call in the half
hour interval. For routing skill groups: the number of times an agent initiated a transfer or
conference to an external device in the half hour interval.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf
Agent State Times: Active Time
The total time spent in the Active state within this skill group in the half hour interval, measured in
HH:MM:SS (hours, minutes, seconds) format. Includes Incoming Direct and Outgoing Internal,
although these call counts are not shown in this report.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf
Agent State Times: Hold Time
The total time agents spent in the Hold/Paused state in this skill group in the half hour interval,
measured in HH:MM:SS (hours, minutes, seconds) format. Includes Incoming Direct and
Outgoing Internal, although call counts are not shown in this report.
Derived from: Skill_Group_Half_Hour.HoldTimeToHalf