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
Completed Tasks: Handled
The number of Unified ICM Routed tasks handled within this skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: AHT
The average handle time in HH:MM:SS (hours, minutes, seconds) for incoming tasks handled by
the skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.HandleCallsTimeToHalf/
Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: Avg Active Time
The Average Active Time for agents in the skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf/
Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: Aban Hold
The number of Unified ICM routed tasks that abandoned while on hold and/or the number of
paused tasks ended by the agents within this skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf
*Transfer In
The number of calls transferred into the skill group in the half hour interval. The value is updated
in the database when the call is complete.
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.TransferInCallsToHalf
*Transfer Out
The number of tasks this agent transferred to another agent or skill group. This includes
Consultative Calls. The value is updated in the database when the transfer of the call is completed.
Derived from: Skill_Group_Half_Hour.TransferredOutCallsToHalf +
Skill_Group_Half_Hour.NetTransferredOutCallsToHalf
*External Out
For default skill groups: the number of times an agent initiated an outgoing external call. For
routing skill groups: the number of times an agent initiated a transfer or conference to an external
device.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf