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
Note • In a Unified CCE Gateway deployment, Unified ICM (parent) connected with a Unified CCE with
an IPCC System PG (child) or IPCC Express (child) through IPCC Gateway PG, network queuing
data is not available in the child or in the child agent/supervisor desktop. The time spent in the
network queue is not included in the reporting metrics in the child. A call center manager who would
normally only look at the Unified CCE child reports will need to also look at the parent Unified ICM
reports for network queuing data.
• Not applicable to Unified CCE without an IPCC System PG and is not updated. In Unified CCE with
an IPCC System PG, this field is applicable and is updated when a call is queued to the skill group.
Interrupted Time
The number of seconds that agents were in the Interrupted state with respect to this skill group in
the half-hour interval. This field is currently not used in the database.
Derived from: Skill_Group_Half_Hour.InterruptedTimeToHalf
Recovery Day
A value used internally by the software to track virtual time.
Derived from: Skill_Group_Half_Hour.RecoveryDay
Recovery Key
A value used internally by software to track virtual time.
Derived from: Skill_Group_Half_Hour.RecoveryKey
Time Zone
The time zone for the date and time. The value is the offset in minutes from GMT (Greenwich
Mean Time).
Derived from: Skill_Group_Half_Hour.TimeZone
DB DateTime
The date and time that data was last written to the Unified ICM Historical Database Server (HDS)
from the logger database. This is different from the time that the data was created. This is useful if
you are extracting data from the historical database and you want to see when it was last updated.
Derived from: Skill_Group_Half_Hour.DbDatetime
RTR Tasks Offered
The number of tasks routed or queued for a skill in the last half hour interval.
Derived from: Skill_Group_Half_Hour.RouterCallsOfferedToHalf
RTR Tasks Agent Aban
The number of tasks abandoned after being routed to an agent in the last half hour interval.
Derived from: Skill_Group_Half_Hour.RouterCallsAbandToAgentToHalf