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
Data:
Skill Group (no label)
The member skill group's enterprise name and ID.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
% Not Active
The percentage of the time that all agents in the skill group were in the Not Active or Available
state during the interval. This value is measured against the total time that all agents were logged
on during the selected interval.
Derived from: Skill_Group_Half_Hour.AvailTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf
% Not Ready
The percentage of the time that all agents in the skill group were in the Not Ready state during the
selected interval. This value is measured against the total time that all agents were logged on
during the interval.
Derived from: Skill_Group_Half_Hour.NotReadyTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf
% Active
The percentage of the time that all agents in the skill group were working on incoming tasks or
were in the Active, Talking In, Talking Out, or Talking Other states during the interval. This value
is measured against the total time that all agents were logged on during the selected interval.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf
% Wrap
The percentage of the time that all agents in the skill group were in wrap up during the selected
interval. This value is measured against the total time that all agents were logged on during the
interval.
Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)/
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Template type Historical bar graph
Default sort order By the skill group
Drilldowns available No
Schema database table Skill_Group_Half_Hour