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: Agent Out Time
The total handle time in HH:MM:SS (hours, minutes, seconds) for completed outbound ACD calls
handled by the agent in the skill group during the rolling five minute interval.
Handle time includes WorkTime, TalkTime, and HoldTime. The AgentOutCallsTime value
includes the time spent from the call being initiated by the agent 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) is completed.
Derived from: Skill_Group_Real_Time.AgentOutCallsTimeTo5
Current 5 Minutes Agent Statistics: Hold Time
The time in HH:MM:SS (hours, minutes, seconds) that all tasks to the agent are on hold or paused
during the rolling five minute interval. HoldTime is counted only while the agent is doing no other
task related activity. HoldTime is included in the calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.HoldTimeTo5
Current 5 Minutes Agent Statistics: Log On Duration5
The time in HH:MM:SS (hours, minutes, seconds) that agents were logged on to the skill group
during the rolling five minute interval.
This value is calculated as follows: HoldTimeTo5 + TalkInTimeTo5 + TalkOutTimeTo5 +
TalkOtherTimeTo5 + AvailTimeTo5 + NotReadyTimeTo5 + WorkReadyTimeTo5 +
WorkNotReadyTimeTo5 + BusyOtherTimeTo5 + ReservedStateTimeTo5
Derived from: Skill_Group_Real_Time.LoggedOnTimeTo5
Current 5 Minutes Agent Statistics: Not Ready
The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group have been in the
Not Ready state during the rolling five minute interval. NotReadyTime is included in the
calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.NotReadyTimeTo5
Current 5 Minutes Agent Statistics: % Utilization
Percentage of Ready time that agents in the skill group spent talking or doing task work during the
rolling five minute interval. This is the percentage of time the agents spend working on tasks in
relation to the time agents were ready.
Derived from: Skill_Group_Real_Time.PercentUtilizationTo5
Current 5 Minutes Agent Statistics: Reserved
The time in HH:MM:SS (hours, minutes, seconds) that agents for the skill group have spent in the
Reserved state for the past five minutes. ReservedStateTime is included in the calculation of
LoggedOnTime.
Derived from: Skill_Group_Real_Time.ReservedStateTimeTo5