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
Avg Hand Tasks Time
The average 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.AvgHandledCallsTimeToHalf
Hold Time
The total time agents spent in the Hold/Paused state in this skill group, measured in HH:MM:SS
(hours, minutes, seconds) format. Includes Incoming Direct and Outgoing Internal, although call
counts are not shown in this report.
Derived from: Skill_Group_Half_Hour.HoldTimeToHalf
*Internal Out
The number of internal calls to the skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.InternalCallsToHalf
*Internal Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that internal calls to the skill group
occurred in the half hour interval.
Derived from: Skill_Group_Half_Hour.InternalCallsTimeToHalf
*Supervisor Assist Tasks
The number of tasks for which agents received supervisor assistance in the half hour interval.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Supervisor Assist Time
The total time in HH:MM:SS (hours, minutes, seconds) that supervisor assisted calls occurred in
the half hour interval.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf
% Utilization
The percentage of Ready time that agents in the skill group spent talking or doing call work in the
half hour interval.
Derived from: Skill_Group_Half_Hour.PercentUtilizationToHalf
*Agent Out Tasks
The total number of completed outbound ACD calls made by agents in the skill group, during a
half-hour interval. The value is updated in the database when any after-call work time associated
with the call is completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf