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
Agent State Times: Log On Duration
The total time in the half hour interval the agents were logged into this skill group, measured in
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Not Active Time
The percentage of time that agents have spent in the Not Active or Available state in relation to
LoggedOnTime or the half hour interval, whichever is less.
Derived from: (Skill_Group_Half_Hour.AvailTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Not Ready Time
The percentage of time that agents spent in the Not Ready state in relation to LoggedOnTime or the
half hour interval, whichever is less.
Derived from: (Skill_Group_Half_Hour.NotReadyTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Active Time
The percentage of time the half hour interval that the agent of this skill group has spent in Active
state in this Skill Group in relation to LoggedOnTime.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Hold Time
The percentage of time the half hour interval that agents have put a call from this skill group on
hold in relation to LoggedOnTime.
Derived from: (Skill_Group_Half_Hour.HoldTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Reserved Time
The percentage of time the half hour interval that agents have spent in Reserved state waiting for a
Unified ICM routed call from this skill group in relation to LoggedOnTime.
Derived from: (Skill_Group_Half_Hour.ReservedStateTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Wrap Up Time
The percentage of time the half hour interval that agents have spent in Wrap-up state after
incoming or outgoing tasks in relation to LoggedOnTime or interval, whichever is less.
Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)