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
*Longest Task Queued
The longest task queued in either of the two queues.
Derived from: Skill_Group_Real_Time.RouterLongestCallInQ
Skill_Group_Real_Time.LongestCallQ.
ASA5
The Average Speed of Answer measured in HH:MM:SS (hours, minutes, seconds) format for the
skill group.
Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5/
Skill_Group_Real_Time.CallsAnsweredTo5
Ans Within Service Level
The count of calls that are answered within the skill group service level threshold during the rolling
five minute interval.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsTo5
Aban Within Service Level
The count of calls that are abandoned within the skill group service level threshold during the
rolling five minute interval.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsAbandTo5
Handled
The number of tasks that have been handled during the rolling five minute interval.
Derived from: Skill_Group_Real_Time.CallsHandledTo5
AHT
The average time in HH:MM:SS (hours, minutes, seconds) taken during the rolling five minute
interval to handle a task.
Derived from: Skill_Group_Real_Time.HandledCallsTimeTo5/
Skill_Group_Real_Time.CallsHandledTo5
Log On
The number of agents that are currently logged on to the skill group. This count is updated each
time an agent logs on and each time an agent logs off.
Derived from: Skill_Group_Real_Time.LoggedOn
Not Ready
The number of agents in the Not Ready state for the skill group.
Not Ready is a state in which agents are logged on but are neither involved in any call handling
activity nor available to handle a call.
Derived from: Skill_Group_Real_Time.NotReady