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 Agent Statistics: Avg Hand Active Time
Average talk time in HH:MM:SS (hours, minutes, seconds) that for tasks counted as handled by the
skill group during the rolling five minute interval.
This value is calculated as follows:HandledCallsTalkTimeTo5/ CallHandledTo5.
HandledCallsTalkTime includes the time agents in the skill group spend in the TalkingIn,
TalkingOut, and TalkingOther states. AvgHandledCallsTalkTime is calculated only for handled
tasks, which are tasks that are finished (that is, any after-task work associated with the task has
been completed). This field is updated in the database when any after-task work associated with the
task is completed.
Derived from: Skill_Group_Real_Time.AvgHandledCallsTalkTimeTo5
Current 5 Minutes Agent Statistics: Avg Hand Time
Average handle time in HH:MM:SS (hours, minutes, seconds) that for tasks counted as handled by
the skill group during the rolling five minute interval.
The value is calculated as follows:HandledCallsTimeTo5/ CallsHandledTo5.
HandledCallsTime is tracked only for inbound ACD calls counted as handled for the skill group.
HandledCallsTime is the time spent from the call being answered by the agent to the time the agent
completed any after-call work time for the call. This includes any Hold time associated with the
call. The AvgHandledCallsTime value is updated in the database when the after-call work time
associated with the call is completed.
Derived from: Skill_Group_Real_Time.AvgHandledCallsTimeTo5
Current 5 Minutes Agent Statistics: Busy Other
The time in HH:MM:SS (hours, minutes, seconds) that agents have spent in the BusyOther state
during the rolling five minute interval. BusyOtherTime is included in the calculation of
LoggedOnTime.
Derived from: Skill_Group_Real_Time.BusyOtherTimeTo5
Current 5 Minutes Agent Statistics: Hand Task Active Time
The total talk time in HH:MM:SS (hours, minutes, seconds) for tasks counted as handled by the
skill group during the rolling five minute interval. The value is updated in the database when the
after-task work time associated with the task (if any) is completed.
Derived from: Skill_Group_Real_Time.HandledCallsTalkTimeTo5
Current 5 Minutes Agent Statistics: Hand Time
The total handle time in HH:MM:SS (hours, minutes, seconds) for tasks counted as handled by the
skill group during the rolling five minute interval. HandledCallsTime is the time spent from the
task being answered by the agent to the time the agent completed after-task work associated with
the task.
This value is updated in the database when the after-task work time associated with the task (if any)
is completed.
Derived from: Skill_Group_Real_Time.HandledCallsTimeTo5