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
Data:
Media
The skill group's media routing domain.
Derived from: Media_Routing_Domain.EnterpriseName
Skill Group
The skill group's enterprise name and skill target ID
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
DateTime (no label)
The date and time of the selected row's data in MM/DD/YYYY (month, day, year) format.
Derived from: Skill_Group_Half_Hour.DateTime
Queued
The number of tasks queued to the skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.RouterQueueCallsToHalf
Completed Tasks: Total
The number of tasks received by this skill group for the half-hour interval.
Derived from: (Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.AbandonRingCallsToHalf +
Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf +
Skill_Group_Half_Hour.CallsHandledToHalf)
Completed Tasks: Aban in Queue
The number of queued tasks for the skill group that were abandoned from the router queue (not the
TDM queue) in the half hour interval.
Derived from: Skill_Group_Half_Hour.RouterCallsAbandQToHalf
Completed Tasks: Aban Ring
For Voice: the total number of calls that were abandoned while the agent’s phone was ringing.
For Non-voice: the total number of tasks that were abandoned while being offered to an agent.
Derived from: Skill_Group_Half_Hour.AbandonRingCallsToHalf
Drilldowns available Yes: When selected from the Base Only Skill Group template subcategory
(that is, used as a base only skill group report).
No: When selected from the Peripheral Skill Group template subcategory
(that is, used as a peripheral skill group report).
Schema database tables Media_Routing_Domain
Skill_Group
Skill_Group_Half_Hour