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
Date (no label)
The date 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 this Skill Group.
Derived from: Skill_Group_Half_Hour.RouterCallsQueuedToHalf
ASA
The average speed of answer measured in HH:MM:SS (hours, minutes, seconds) for the skill group
as the total time callers spent ringing at the agent’s voice device (handled or internal calls) in
relation to the number of tasks begun.
Derived from: Skill_Group_Half_Hour.AnswerWaitTimetoHalf/
Skill_Group_Half_Hour.CallsAnsweredToHalf
Service Level Ans
The number of calls that are answered within the skill group service level threshold in the half hour
interval.
Derived from: Skill_Group_Half_Hour.ServiceLevelCallsToHalf
Sevice Level Aban
The number of calls that are abandoned within the skill group service level threshold in the half
hour interval.
Derived from: Skill_Group_Half_Hour.ServiceLevelCallsAbandToHalf
Note With the existence of a network VRU, this value includes time in the network queue.
Completed Tasks: Total
The total number of tasks completed by this Skill Group in the half hour interval.
Derived from: (Skill_Group_Half_Hour.CallsHandledToHalf +
Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.AbandonRingCallsToHalf +
Skill_Group_Half_Hour.RedirectNoAnswertoHalf)
Completed Tasks: Aban
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.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.AbandonCallsRingToHalf)