User Guide

5-98
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: Skill Group Aban Dequeued
The number of calls that were de-queued from this skill group, and had to routed to another skill
group in the rolling five-minute interval.
This field is incremented when a call is de-queued through the Cancel Queue node.
Derived from: Skill_Group_Real_Time.RouterCallsAbandDequeuedTo5
*Current 5 Minutes Task Statistics:
Agent Out
The number of agents in the skill group currently talking on outbound calls.
Derived from: Skill_Group_Real_Time.AgentOutCallsTo5
*Current 5 Minutes Task Statistics:
Transfer In
The number of tasks transferred into the skill group during the rolling five minute interval.
For blind transfers in Unified CCE, the value is updated in the database when an agent blind
transfers the call to an IVR.
For blind transfers in Unified CCE with an IPCC System PG, the value is not updated in the
database until the call that was blind transferred to an IVR is subsequently transferred to another
agent.
Derived from: Skill_Group_Real_Time.TransferInCallsTo5
*Current 5 Minutes Task Statistics:
Transfer Out
The number of tasks transferred out of the skill group during the rolling five minute interval. The
value is updated in the database when the transfer of the call is completed.
Derived from: Skill_Group_Real_Time.TransferOutCallsTo5
*Current 5 Minutes Task Statistics: Transfer In Time
The time in HH:MM:SS (hours, minutes, seconds) that agents spent on calls transferred into the
skill group during the rolling five minute interval. The value is updated in the database when the
after-call work time associated with the call (if any) is completed.
Derived from: Skill_Group_Real_Time.TransferInCallsTimeTo5
*Current 5 Minutes Task Statistics: Auto Out
(Outbound Option only) The total number of completed AutoOut (predictive) calls made by agents
in the skill group during the rolling five minute interval. The value is updated in the database when
the after-call-work time associated with the call (if any) has completed.
Derived from: Skill_Group_Real_Time.AutoOutCallsTo5
*Current 5 Minutes Task Statistics: Auto Out Time
(Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) for completed AutoOut
(predictive) calls handled by agents in the skill group during the rolling five minute interval.
Handle time includes WorkTime, TalkTime, and HoldTime. The AutoOutCallsTime value includes