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
% BusyOther
The percentage of agents in the skill group in the Bus
yOther state during the selected interval.
Derived from: Skill_Group_Half_Hour.BusyOtherTimeToHalf/
Sk
ill_Group_Half_Hour.LoggedOnTimeToHalf
% Reserved
The percentage of agents in the skill group in the Reserved
state during the selected interval.
Derived from: Skill_Group_Half_Hour.ReservedStateTimeToHalf/
Sk
ill_Group_Half_Hour.LoggedOnTimeToHalf
% Hold
The percentage of agents in the skill group
that have all active calls on hold during the selected
interval. The agent is not in the Hold state with one call on hold and talking on another call (for
example, a consultative call). The agent must have all active calls on hold.
Derived from: Skill_Group_Half_Hour.HoldTimeToHalf/
Sk
ill_Group_Half_Hour.LoggedOnTimeToHalf
perskg12: Outbound Option (Blended Agent) Task Detail Performance In Skill Groups Half
Hour Report
Overview:
Subject A table of the selected Peripheral Ski
ll Group(s) showing the percentage
of time that Outbound Option agents spent in the signed on, handle, talk,
and hold states, gathered in half-hour increments.
Purpose To show outbound option performance details for the selected time period.
Applicable environment Outbound Option. (Unified CCE, Unified ICM)
Template type Historical table
Default sort order By the skill group and then by the date
Drilldowns available Yes: When selected from the Base Only Skill Group template subcategory
(that
is, used as a base only skill group report).
No: When selected from the
Peripheral Skill Group template subcategory
(that is, used as a peripheral skill group report).
Schema database table Skill_Group
Agent_Skill_Group_Half_Hour
Data:
Peripheral Skill Group
The name of the peripheral skill group.
Derived from: Skill_Group.EnterpriseName