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 Tasks Agent DeQueued
The number of tasks dequeued from the skill group in the last half hour interval.
Derived from: Skill_Group_Half_Hour.RouterCallsDequeuedToHalf
RTR Error Count
The number of tasks that resulted in an error condition in the last half hour interval.
Derived from: Skill_Group_Half_Hour.RouterErrorToHalf
Service Level
The service level for the skill group in the last half hour interval.
Derived from: Skill_Group_Half_Hour.ServiceLevelToHalf
SL Tasks
The number of tasks that are answered within the skill group service level threshold in the half
hour interval. Applicable to Unified CCE only.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsOfferedToHalf
SL Tasks Aban
The number of tasks that are abandoned within the skill group service level threshold in the half
hour interval. Applicable to Unified CCE only.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsAbandToHalf
SL Tasks Dequeued
The number of tasks that are dequeued from a skill group within the skill group service level
threshold in the half hour interval. Example: if a call is queued to two skill groups, and was
answered by one of the skill groups. the call is considered as dequeued in the other skill group.
Applicable to Unified CCE only.
Derived from: Skill_Group_Real_Time.ServiceLevelCallsDequeuedToHalf
SL Error Count
The number of tasks that resulted in an error condition from a skill group within the skill group
service level threshold in the half hour interval. Applicable to Unified CCE only.
Derived from: Skill_Group_Real_Time.ServiceLevelErrorToHalf
SL Tasks RONA
The number of tasks that are redirected with no answer within the skill group service level
threshold in the half hour interval. Applicable to Unified CCE only.
Derived from: Skill_Group_Real_Time.ServiceLevelRONAToHalf
Net Cons Out
The number of network consultative calls completed by agents who have at least one call on hold.
Derived from: Skill_Group_Half_hour.NetConsultativeCallsToHalf