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
Not Active
The number of agents for the skill group in the Not Active state.
Not Active is a state where the agent is ready to accept tasks, but is not currently involved in call
work.
Derived from: Skill_Group_Real_Time.Avail
Active In
The number of agents in the skill group currently working on inbound tasks.
Derived from: Skill_Group_Real_Time.TalkingIn
*Active Out
The number of agents in the skill group currently talking on outbound calls.
Derived from: Skill_Group_Real_Time.TalkingOut
*Active Other
The number of agents in the skill group currently talking on internal (neither inbound nor
outbound) calls. Examples of “other calls” include agent-to-agent transfers and supervisor calls.
Derived from: Skill_Group_Real_Time.TalkingOther
*Active Auto Out
The number of agents in the skill group currently talking on AutoOut (predictive) calls.
Derived from: Skill_Group_Real_Time.TalkingAutoOut
*Active Preview
The number of agents in the skill group currently talking on outbound Preview calls.
Derived from: Skill_Group_Real_Time.TalkingPreview
*Active Reservation
The number of agents in the skill group currently talking on agent reservation calls.
Derived from: Skill_Group_Real_Time.TalkingReserve
Avg Active Time
The average talk or active time measured in HH:MM:SS (hours, minutes, seconds) format during
the rolling five minute interval.
Derived from: (Skill_Group_Real_Time.HandledCallsTalkTimeTo5/
Skill_Group_Real_Time.CallsHandledTo5)
Wrap Up
The number of agents currently in wrap-up state for this skill group.
Wrap Up is call-related work performed by an agent after the call is over. An agent performing
wrap up is in either the Work Ready or Work Not Ready state.
Derived from: Skill_Group_Real_Time.WorkReady + Skill_Group_Real_Time.WorkNotReady