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
*Conf In Time
The total time in HH:MM:SS (hours, minutes, seconds) that skill group agents were involved in an
incoming conference calls. Incoming calls include ACD and non-ACD calls. The value includes
hold time and is incremented when the agent drops off the call or 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.ConferencedInCallsTimeToHalf
*Conf Out Tasks
The number of conference calls skill group agent initiated. Initiated 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.
Derived from: Skill_Group_Half_Hour.ConferencedOutCallsToHalf
*Conf Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that skill group agents spent in conference
calls they initiated. Calls include are ACD and non-ACD calls. The value includes hold time and is
incremented when the agent drops off the call or the call becomes a simple 2 party call.
Derived from: Skill_Group_Half_Hour.ConferencedOutCallsTimeToHalf
Hold
The total number of completed inbound tasks the skill group agents placed on hold or paused at
least once. The value is incremented when the after-task work time associated with the task
completed.
Derived from: Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Hold Time
The total total time in HH:MM:SS (hours, minutes, seconds) that completed tasks were placed on
hold or paused in the half hour interval. The value is incremented when the after-task work time
associated with the task has completed.
Derived from: Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf
*Internal In
The number of internal calls received by skill group agents in the half hour interval. The value is
incremented when the after-call work time associated with the call has completed.
Derived from: Skill_Group_Half_Hour.InternalCallsRcvdToHalf