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
*Callback Msg
The number of callback messages processed by the agent in the half hour interval.
Derived from: Skill_Group_Half_Hour.CallbackMessagesToHalf
*Callback Msg Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent processing callback
messages in the half hour interval.
Derived from: Skill_Group_Half_Hour.CallbackMessagesTimeToHalf
Tasks Ans
The number of tasks begun in the half hour interval.
Derived from: Skill_Group_Half_Hour.CallsAnsweredToHalf
Ans Wait Time
The total time in HH:MM:SS (hours, minutes, seconds) that callers spent waiting for tasks to be
responded to by the skill group in the half hour interval.
AnswerWaitTime is calculated as follows: RingTime + NetworkTime + LocalQTime (for Unified
ICM systems) and NetQTime (for Unified CCE systems).
Derived from: Skill_Group_Half_Hour.AnswerWaitTimeToHalf
Note With the existence of a network VRU, in a Unified ICME deployment with a Unified CCE
System PG this value will not include time spent in the network VRU.
Tasks Hand
The tasks handled by the skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf
Hand Tasks Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the Active state for
tasks associated with the skill group in the half hour interval.
This 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.HandledCallsTalkTimeToHalf
Hand Tasks Time
The total handle time in HH:MM:SS (hours, minutes, seconds) for tasks counted as handled by the
skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.HandledCallsTimeToHalf