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: Active In Time
The time in HH:MM:SS (hours, minutes, seconds) that agents spent talking on inbound calls for
the skill group during the rolling five minute interval. TalkInTime is included in the calculation of
TalkTime and LoggedOnTime.
Derived from: Skill_Group_Real_Time.TalkInTimeTo5
*Current 5 Minutes Agent Statistics: Active Out Time
The time in HH:MM:SS (hours, minutes, seconds) that agents spent talking on outbound calls for
the skill group during the rolling five minute interval. TalkOutTime is included in the calculation of
TalkTime and LoggedOnTime.
Derived from: Skill_Group_Real_Time.TalkOutTimeTo5
*Current 5 Minutes Agent Statistics: Active Other Time
The time in HH:MM:SS (hours, minutes, seconds) that agents spent talking on other calls (neither
inbound nor outbound) for the skill group during the rolling five minute interval. TalkOtherTime is
included in the calculation of TalkTime and LoggedOnTime.
Derived from: Skill_Group_Real_Time.TalkOtherTimeTo5
Current 5 Minutes Agent Statistics: Active Time
The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group have been in the
Active state during the rolling five minute interval.
This value is calculated as follows:TalkInTimeTo5 + TalkOutTimeTo5 + TalkOtherTimeTo5
Derived from: Skill_Group_Real_Time.TalkTimeTo5
*Current 5 Minutes Agent Statistics: Transfer In
The time in HH:MM:SS (hours, minutes, seconds) that agents have been in the Transfer In state
during the rolling five minute interval.
Derived from: Skill_Group_Real_Time.TransferInCallsTimeTo5
Current 5 Minutes Agent Statistics: Work Not Ready
The time in HH:MM:SS (hours, minutes, seconds) that agents have been in the Work Not Ready
state during the rolling five minute interval. WorkNotReadyTime is included in the calculation of
LoggedOnTime.
Derived from: Skill_Group_Real_Time.WorkNotReadyTimeTo5
Current 5 Minutes Agent Statistics: Work Ready
The time in HH:MM:SS (hours, minutes, seconds) that agents have been in the Work Ready state
during the rolling five minute interval. WorkReadyTime is included in the calculation of
LoggedOnTime.
Derived from: Skill_Group_Real_Time.WorkReadyTimeTo5