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
Agent State Times: Active Time
The total time spent in talking state within this skill group, measured in HH:MM:SS (hours,
minutes, seconds) format. Includes Incoming Direct and Outgoing Internal, although these call
counts are not shown in this report.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf
Agent State Times: Hold Time
The total time agents spent in the Hold/Paused state in this skill group, measured in HH:MM:SS
(hours, minutes, seconds) format. Includes Incoming Direct and Outgoing Internal, although call
counts are not shown in this report.
Derived from: Skill_Group_Half_Hour.HoldTimeToHalf
Agent State Times: Log On Duration
The total time in the half hour interval the agents were logged into this skill group, measured in
HH:MM:SS (hours, minutes, seconds) format.
Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Not Active Time
The percentage of time that agents have spent in the Not Active or Available state in relation to
LoggedOnTime or the half hour interval, whichever is less.
Derived from: Skill_Group_Half_Hour.AvailTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Not Ready Time
The percentage of time that agents spent in the Not Ready state in relation to LoggedOnTime or the
half hour interval, whichever is less.
Derived from: Skill_Group_Half_Hour.NotReadyTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Active Time
The percentage of time that the agent of this skill group has spent in Active state in this Skill Group
in relation to LoggedOnTime.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Hold Time
The percentage of time that agents spent in the Hold/Paused state in relation to LoggedOnTime or
interval, whichever is less.
Derived from: Skill_Group_Half_Hour.HoldTimeToHalf/
Skill_Group_Half_Hour.LoggedOnTimeToHalf