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 Peripheral Skill Group Reports
Current 5 Minutes Task Statistics: Answered
The number of tasks begun by agents in the skill group during the rolling five minute interval. The
number of tasks begun includes only handled tasks and internal calls received, which are tracked in
the CallsHandled and InternalCallsReceived fields, respectively. The count for CallsAnswered is
updated in the database at the time the call is answered.
A call is counted as answered when it reaches an agent or IVR. For example, the
CallsAnsweredTo5 field in the Service_Five_Minute table counts the number of calls that reached
agents during the five-minute interval. The calls might still be in progress when the interval ends.
By contrast, a call is not counted as handled until it is finished. Therefore, the number of answered
calls and handled tasks during an interval is not necessarily the same, but eventually each call is
counted in both categories.
Note With the existence of a network VRU in a Unified ICME deployment with an IPCC System PG,
this value will not include time spent in the network VRU.
Derived from: Skill_Group_Real_Time.CallsAnsweredTo5
Current 5 Minutes Task Statistics: Handled
The number of tasks handled by the skill group during the rolling five minute 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.
A task is counted as handled when the task is finished. For example, the CallsHandledTo5 field in
the Service_Five_Minute table counts the number of tasks that finished during the five-minute
interval. The tasks might have been answered before the interval began.
By contrast, a task is counted as answered as soon as it reaches an agent. Therefore, the number of
handled tasks and answered tasks during an interval is not necessarily the same, but eventually
each task is counted in both categories.
Derived from: Skill_Group_Real_Time.CallsHandledTo5
Current 5 Minutes Task Statistics: Aban Q
The number of tasks abandoned in queue during the rolling five minute interval.
Derived from: Skill_Group_Real_Time.RouterCallsAbandQTo5
Current 5 Minutes Task Statistics: Aban Agent
The number of tasks abandoned at the agent while ringing during the rolling five minute interval.
Derived from: Skill_Group_Real_Time.RouterCallsAbandAgentTo5
Current 5 Minutes Task Statistics: DeQueued
The number of tasks dequeued from this skill group during the rolling five minute interval.
Derived from: Skill_Group_Real_Time.RouterCallsDequeuedTo5