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
*Active Preview Time
(Outbound Option only) The number of seconds the agent spent talking on outbound Preview calls
in the half hour interval. TalkAutoOutTimeToHalf is included in the calculation of
LoggedOnTimeToHalf.
Derived from: Skill_Group_Half_Hour.TalkPreviewTimeToHalf
*Active Reserve Time
(Outbound Option only) The number of seconds the agent spent talking on agent reservation calls
in the half hour interval. TalkReserveTimeToHalf is included in the calculation of
LoggedOnTimeToHalf.
Derived from: Skill_Group_Half_Hour.TalkReserveTimeToHalf
*Barge In Tasks
The number of tasks barged in on either by the supervisor or by the agent.
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf
Intercept Tasks
The number of tasks intercepted either by the supervisor or by the agent.
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf
*Monitor Tasks
The number of tasks monitored either by the supervisor or by the agent.
Derived from: Skill_Group_Half_Hour.MonitorCallsToHalf
*Whisper Tasks
The number of tasks coached either by the supervisor or by the agent.
Derived from: Skill_Group_Half_Hour.WhisperCallsToHalf
*Emergency Assist Tasks
The number of emergency assist requests either by the agent or by the supervisor.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf
Task Offered
The number of tasks received by this skill group for the half-hour interval.
In Unified CCE with an IPCC System PG, a call is counted as offered as soon as it is sent to a skill
group.
In Unified CCE, a call is counted as offered only when it is answered.
Derived from: Skill_Group_Half_Hour.RouterCallsOfferedToHalf
Tasks Queued
The number of calls queued to this skill group by the ACD in the half-hour interval.
Derived from: Skill_Group_Half_Hour.CallsQueuedToHalf