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 Auto Out Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that agents in the
skill group spent talking on AutoOut (predictive) calls during the rolling five minute interval.
Derived from: Skill_Group_Real_Time.TalkAutoOutTimeTo5
*Current 5 Minutes Agent Statistics: Active Preview Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that agents in the
skill group spent talking on outbound Preview calls during the rolling five minute interval.
Derived from: Skill_Group_Real_Time.TalkPreviewTimeTo5
*Current 5 Minutes Agent Statistics: Active Reserve Time
(Outbound Option only) The total time in HH:MM:SS (hours, minutes, seconds) that agents in the
skill group spent talking on agent reservation calls during the rolling five minute interval.
Derived from: Skill_Group_Real_Time.TalkReserveTimeTo5
Current 5 Minutes Agent Statistics: Interrupted Time
The number of agents whose state with respect to this skill group is currently Interrupted. This field
is not currently used in the database.
Derived from: Call_Type_Real_Time.NumAgentsInterruptedNow
Current 5 Minutes SL Statistics: Service Level
The service level for the skill group in the last five-minute interval. Applicable for Unified CCE
only.
Derived from: Skill_Group_Real_Time.ServiceLevelTo5
Current 5 Minutes SL Statistics: SL Tasks Offered
The number of tasks that are routed to the skill group or queued to the skill group in the last
five-minute interval. Applicable for Unified CCE only.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsOfferedTo5
Current 5 Minutes SL Statistics: SL Tasks
The number of tasks that are answered within the skill group service level threshold in the last
five-minute interval. Applicable for Unified CCE only.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsTo5
Current 5 Minutes SL Statistics: SL Aban
The number of tasks that are abandoned within the skill group service level threshold in the last
five-minute interval. Applicable for Unified CCE only.
NOTE: With the existence of a network VRU, this value includes time in the network queue.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsAbandTo5