User Guide

DescriptionColumn (Field
The total time spent in the Active state within this skill
group in the interval, measured in HH:MM:SS (hours,
minutes, seconds) format.
Active Time
Derived from: Skill_Group_Interval.TalkTime
The total time agents spent in the Hold/Paused state in this
skill group in the interval, measured in HH:MM:SS (hours,
minutes, seconds) format.
Hold Time
Derived from: Skill_Group_Interval.HoldTime
The total time in the interval the agents were logged into
this skill group, measured in HH:MM:SS (hours, minutes,
seconds) format.
Log On Duration
Derived from: Skill_Group_Interval.LoggedOnTime
The percentage of time that agents have spent in the Not
Active or Available state in relation to LoggedOnTime or
the interval, whichever is less.
% Not Active
Derived from: (Skill_Group_Interval.AvailTime /
Skill_Group_Interval.LoggedOnTime)
The percentage of time that agents spent in the Not Ready
state in relation to LoggedOnTime or the interval,
whichever is less.
% Not Ready
Derived from: (Skill_Group_Interval.NotReadyTime /
Skill_Group_Interval.LoggedOnTime)
The percentage of time the interval that the agent of this
skill group has spent in Active state in this Skill Group in
relation to LoggedOnTime.
% Active
Derived from: Skill_Group_Interval.TalkTime /
Skill_Group_Interval.LoggedOnTime
The percentage of time the interval that agents have put a
call from this skill group on hold in relation to
LoggedOnTime.
% Hold
Derived from: (Skill_Group_Interval.HoldTime /
Skill_Group_Interval.LoggedOnTime)
The percentage of time the interval that agents have spent
in Reserved state waiting for an ICM routed call from this
skill group in relation to LoggedOnTime.
% Reserved
Derived from: (Skill_Group_Interval.ReservedStateTime
/ Skill_Group_Interval.LoggedOnTime)
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