User Guide

5-144
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
Agent State Times: % Reserved Time
The percentage of time that agents have spent in Reserved state in relation to LoggedOnTime or
the half hour interval, whichever is less.
Derive from: Skill_Group_Half_Hour. ReservedStateTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Utilization
The percentage of time in the half hour interval that the agents spent working on calls in relation to
the time agents are ready.
If the TalkTimetoHalf is 0, then the % Utilization = 0
Otherwise, % Utilization =((Skill_Group_Half_Hour.TalkInTimeToHalf + 
Skill_Group_Half_Hour.TalkOutTimeToHalf + 
Skill_Group_Half_Hour.TalkOtherTimeToHalf +
Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)/
(Skill_Group_Half_Hour.LoggedOnTimeToHalf -
Skill_Group_Half_Hour.NotReadyTimeToHalf))
ASA
The skill group's average speed of answer in HH:MM:SS (hour, minutes, seconds) calculated from
the time spent by callers when placed in queue and ringing at the agent’s desktop before the task is
answered divided by the number of tasks answered.
Derived from: Skill_Group_Half_Hour.AnswerWaitTimeToHalf/
Skill_Group_Half_Hour.CallsAnsweredToHalf
Completed Tasks: AHT
The Average Handle Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the skill group
in the half hour interval.
Derived from: Skill_Group_Half_Hour.HandledCallsTimeToHalf/
Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: Avg Active Time
The Average Active Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the skill group
in the half hour interval.
Derived from: Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf/
Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: Avg Wrap Time
The Average Wrap Time in HH:MM:SS (hour, minutes, seconds) for tasks sent to the skill group in
the half hour interval.
Derived from: (Skill_Group_Half_Hour.HandledCallsTimeToHalf -
Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf -
Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf)/
Skill_Group_Half_Hour.CallsHandledToHalf