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
Rtr Queue Tasks
The number of tasks queued to the group by the CallRouter in the half hour interval.
Derived from: Skill_Group_Half_Hour.RouterQueueCallsToHalf
Avg Handled Active Time
The average talk time in HH:MM:SS (hours, minutes, seconds) for calls counted as handled by the
skill group in the half hour interval.
This formula for this value is HandledCallsTalkTimeToHalf/ CallHandledToHalf
AvgHandledCallsTalkTime is calculated only for handled calls, which are calls that are finished
(that is, any after-call work associated with the call has been completed).
HandledCallsTalkTime
includes time agents spend in the TalkingIn, TalkingOut, and TalkingOther states. This field is
updated in the database when any after-call work associated with the call is completed.
Derived from: Skill_Group_Half_Hour.AvgHandledCallsTalkTimeToHalf
*Auto Out Tasks
(Outbound Option only) The total number of completed AutoOut (predictive) calls made by agents
in the skill group in the half hour interval. The value is updated in the database when the after-call
work time associated with the call (if any) has completed.
Derived from: Skill_Group_Half_Hour.AutoOutCallsToHalf
*Auto Out Time
(Outbound Option only) The total handle time, in HH:MM:SS (hours, minutes, seconds), for
completed AutoOut (predictive) calls handled by agents in the skill group in the half hour interval.
Handle time includes WorkTime, TalkTime, and HoldTime. The AutoOutCallsTime value includes
the time spent from the call being initiated to the time the agent completes after-call work time for
the call. The value is updated in the database when the after-call work time associated with the call
(if any) has completed.
Derived from: Skill_Group_Half_Hour.AutoOutCallsTimeToHalf
*Auto Out Active Time
(Outbound Option only) The total talk time, in HH:MM:SS (hours, minutes, seconds), for
completed AutoOut (predictive) calls handled by agents in the skill group in the half hour interval.
This value includes the time spent from the call being initiated to the time the agent begins
after-call work for the call. It includes the HoldTime associated with the call.
AutoOutCallsTalkTime is updated in the database when the after-call work time associated with
the call (if any) has completed.
Derived from: Skill_Group_Half_Hour.AutoOutCallsTalkTimeToHalf
*Auto Out Hold Tasks
(Outbound Option only) The total number of completed AutoOut (predictive) calls that agents in
the skill group have placed on hold at least once. The value is updated in the database when the
after-call work time associated with the call (if any) has completed.
Derived from: Skill_Group_Half_Hour.AutoOutCallsOnHoldToHalf