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
DateTime (no label)
The date and time at the start of the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Predictive/Progressive Handle Time
The percentage of time in HH:MM:SS (hours, minutes, seconds) that agents in the peripheral skill
group spent handling completed AutoOut (predictive) tasks in the half hour interval. Handle time
includes:
– WorkTime
– TalkTime
– HoldTime
The AgentAutoOutCallsTime measurement begins at the time the task initiates, and ends at the
time the agent completes any after-task work for the task. The database updates this value when
any after-task work time associated with a task ends.
Derived from: Skill_Group_Half_Hour.AutoOutCallsTimeToHalf
Predictive/Progressive Active Time
The percentage of time that agents in the peripheral skill group spent talking on completed
AutoOut (predictive) tasks in the half hour interval. This measurement begins at the time the task is
initiated, and ends at the time the agent begins any after-task work for the task. The database
updates the AgentOutCallsTalkTime value when any after-task work time associated with the task
begins.
Derived from: Skill_Group_Half_Hour.AutoOutCallsTalkTimeToHalf
Predictive/Progressive Tasks
The total number of completed AutoOut (predictive) tasks made by the agent in the skill group in
the half hour interval. The value is updated in the database when the after-task work time
associated with the task (if any) has completed.
Derived from: Skill_Group_Half_Hour.AutoOutCallsToHalf
Preview Handle Time
The percentage of time that agents in the peripheral skill group spent talking on completed
outbound preview tasks in the half hour interval. Handle time includes three values taken from the
Termination_Call_Detail records:
– WorkTime
– TalkTime
– HoldTime
The PreviewCallsTime measurement begins at the time the task initiates, and ends at the time the
agent completes any after-task work for the task. The database updates this value when any
after-task work time associated with a task ends.
Derived from: Skill_Group_Half_Hour.PreviewCallsTimeToHalf