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
*Internal In Time
The total time in HH:MM:SS (hours, minutes, seconds) that internal calls were 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.InternalCallsRcvdTimeToHalf
*Internal Hold
The total number of internal calls skill group agents placed on hold at least once. The value is
incremented when the after-call-work time associated with the call completes.
Derived from: Skill_Group_Half_Hour.InternalCallsOnHoldToHalf
*Internal Hold Time
The total time in HH:MM:SS (hours, minutes, seconds) that completed internal calls were placed
on hold 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.InternalCallsOnHoldTimeToHalf
Redirect No Answer Tasks
The number of tasks offered at the agents terminal or phone that were redirected to another location
because the agent did not respond.
Derived from: Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
Redirect No Answer Time
The time in HH:MM:SS (hours, minutes, seconds) that tasks to the skill group waited before being
redirected on failure to answer. The value is incremented at the time the call is diverted to another
device.
Derived from: Skill_Group_Half_Hour.RedirectNoAnsCallsTimeToHalf
*Short Tasks
The number of tasks answered by skill group agents where the duration of the calls falls within a
short threshold. You might choose to factor these calls out of handle time statistics that you
calculate.
A call is determined to be a short call if it is abandoned before the Abandoned Call Wait Time
expired. Short calls are not considered abandoned and they are not accounted for in any of the
abandoned calls calculations. This field is dependent on the AbandondedCallWaitTime threshold.
Derived from: Skill_Group_Half_Hour.ShortCallsToHalf
Rtr Tasks AbandQ
The number of tasks queued to the group by the CallRouter that were abandoned in the half hour
interval.
Derived from: Skill_Group_Half_Hour.RouterCallsAbandQToHalf