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
Reserved
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent in the
Reserved state in the half hour interval.
Derived from: Skill_Group_Half_Hour.ReservedStateTimeToHalf
*Transfer In Tasks
The number of tasks transferred into the skill group in the half hour interval.
For blind transfers in Unified CCE, the value is updated in the database when an agent blind
transfers the call to an IVR.
For blind transfers in Unified CCE with an IPCC System PG, the value is not updated in the
database until the call that was blind transferred to an IVR is subsequently transferred to another
agent.
Derived from: Skill_Group_Half_Hour.TransferInCallsToHalf
*Transfer In Time
The total time in HH:MM:SS (hours, minutes, seconds) that handling calls transferred into the skill
group in the half hour interval.
Derived from: Skill_Group_Half_Hour.TransferInCallsTimeToHalf
*Transfer Out Tasks
The number of tasks transferred out of the skill group in the half hour interval. The value is updated
in the database when the transfer of the call is completed.
Derived from: Skill_Group_Half_Hour.TransferOutCallsToHalf
Aban Ring Tasks
For voice: the total number of calls that were abandoned while the agent’s phone was ringing. For
non-voice: the total number of tasks that were abandoned while being offered to an agent.
Derived from: Skill_Group_Half_Hour.AbandonRingCallsToHalf
Aban Ring Time
The ring total time in HH:MM:SS (hours, minutes, seconds) before tasks to the skill group
abandoned. The value is incremented at the time the call disconnects.
Derived from: Skill_Group_Half_Hour.AbandonRingTimeToHalf
Aban Hold Tasks
The total number of tasks offered to the skill group that abandoned while being held or paused by
the agent. The value is incremented at the time the call disconnects.
Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf