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
*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.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf
Agent State Times: Active Time
The total time spent in talking state within this skill group, 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, 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
Agent State Times: Log On Duration
The total time during the 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 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
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 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