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
Skill Group Aban Dequeued
The number of calls that were abandoned and dequeued from this skill group.
It is calculated when the call is queued to multiple skill groups and abandoned. The first skill group
will count the RouterCallsAbandQToHalf field, the other skill groups will count the
RouterCallsAbandDequeuedToHalf field.
Derived from: Skill_Group_Half_Hour.RouterCallsAbandDequeuedToHalf
*Agent Term
The total number of ACD calls that were terminated by an agent in the skill group before the far
end released. Value incremented at the time the call disconnects. Includes AgentOutCallsToHalf
and CallsHandledToHalf.
Derived from: Skill_Group_Half_Hour.AgentTerminatedCallsToHalf
*Consult Tasks
The number of consultative calls completed by agents in the skill group with at least one ACD call
on hold.
Derived from: Skill_Group_Half_Hour.ConsultativeCallsToHalf
*Consult Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent
handling a consultative call with at least on ACD call on hold. The value is incremented when the
after-call-work time associated with the consultative call has completed.
Derived from: Skill_Group_Half_Hour.ConsultativeCallsTimeToHalf
*Conf In Tasks
The number of incoming calls skill group agents were conferenced into. Incoming calls include
ACD and non-ACD calls. The value is incremented when the agent drops off the call of the call
becomes a simple 2 party call.
For blind conferences in Unified CCE, the value is updated in the database when an agent blind
conferences the call to an IVR.
For blind conferences in Unified CCE with an IPCC System PG, the value is not updated in the
database until the call that was blind conferenced to an IVR is subsequently answered by another
agent.
Derived from: Skill_Group_Half_Hour.ConferencedInCallsToHalf