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: Reserve Time
(Outbound Option only) The total handle time in HH:MM:SS (hours, minutes, seconds) for
completed agent reservation calls handled by agents in the skill group during the rolling five
minute interval. Handle time includes WorkTime, TalkTime, and HoldTime. The
ReserveCallsTime value includes the time spent from the call being initiated to the time the agent
completes after-call work time for the call. 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.ReserveCallsTimeTo5
*Current 5 Minutes Task Statistics: Reserve Active Time
(Outbound Option only) The total active time in HH:MM:SS (hours, minutes, seconds) for
completed agent reservation calls handled by agents in the skill group during the rolling five
minute interval. This value includes the time spent from the call being initiated to the time the
agent begins after-call work for the call. It is based on TalkTime. It includes the HoldTime
associated with the call. ReserveCallsTalkTime 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.ReserveCallsTalkTimeTo5
Current 5 Minutes Agent Statistics: Ans Wait
The time in HH:MM:SS (hours, minutes, seconds) that callers spent ringing at the agent’s voice
device before being answered by the agent during the rolling five minute interval.
AnswerWaitTime is associated only with handled tasks and internal calls received.
AnswerWaitTime is calculated as follows: RingTime + NetworkTime + LocalQTime (for Unified
ICM systems) and NetQTime (for Unified CCE systems).
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.AnswerWaitTimeTo5
Current 5 Minutes Agent Statistics: Not Active
The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group have been in the
Not Active state during the rolling five minute interval. AvailTime is included in the calculation of
LoggedOnTime.
Derived from: Skill_Group_Real_Time.AvailTimeTo5