User Guide

DescriptionColumn (Field
total number of tasks that were abandoned while being
offered to an agent.
Derived from: (Skill_Group_Interval.RouterCallsAbandQ
+ Skill_Group_Interval.AbandonCallsRing )
The total duration in HH:MM:SS (hours, minutes, and
seconds) during the period that agents were logged into this
skill group.
RONA
The number of Routed tasks handled within this skill group
in the interval.
Handled
Derived from: Skill_Group_Interval.CallsHandled
The Average Handle Time in HH:MM:SS (hours, minutes,
seconds) for tasks sent to the skill group.
AHT
Derived from: Skill_Group_Interval.HandledCallsTime /
Skill_Group_Interval.CallsHandled
The Average Active Time in HH:MM:SS (hours, minutes,
seconds) for tasks sent to the skill group.
AAT
Derived from: Skill_Group_Interval.HandledCallsTalkTime
/ Skill_Group_Interval.CallsHandled
The number of tasks offered to the skill group that
abandoned while being held or paused by the agent. The
value is incremented at the time the call disconnects.
Aban Hold
Derived from: Skill_Group_Interval.AbandonHoldCalls
End of Completed Tasks Grouping
The time in HH:MM:SS (hours, minutes, seconds) that
handling calls transferred into the skill group in the interval.
Trans In
Derived from: Skill_Group_Interval.TransferInCallsTime
The number of tasks transferred out of the service in the
interval. The value is updated in the database when the
transfer of the call is completed.
Trans Out
Derived from: Service_Interval.TransferOutCalls
The number of completed outbound ACD calls made by
agents in the skill group, during a interval. The value is
Ext Out
updated in the database when any after-call work time
associated with the call is completed.
Derived from: Skill_Group_Interval.AgentOutCalls
AGENT STATE TIMES
Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.0(4)
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Chapter 8: Unified CCE Release 8.x Enterprise and Peripheral Skill Group Reports
Enterprise Skill Group Historical All Fields