User Guide

Table Of Contents
DescriptionColumn (Field)
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
Aban Hold
the agent. The value is incremented at the time
the call disconnects.
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 this agent transferred to
another agent or skill group in the interval. This
Trans Out
includes Consultative Calls. The value is
updated in the database when the transfer of
the call is completed.
Derived from:
Skill_Group_Interval.TransferredOutCalls +
Skill_Group_Interval.NetTransferredOutCalls
For default skill groups: the number of times
an agent initiated an outgoing external call in
Ext Out
the interval. For routing skill groups: the
number of times an agent initiated a transfer or
conference to an external device in the interval.
Derived from:
Skill_Group_Interval.AgentOutCalls
AGENT STATE TIME
The time in HH:MM:SS (hours, minutes,
seconds) that agents in the skill group were in
the Active state in the interval.
Active Time
Derived from: Skill_Group_Interval.TalkTime
The total time agents spent in the Hold/Paused
state in this skill group, measured in
Hold Time
HH:MM:SS (hours, minutes, seconds) format.
Includes Incoming Direct and Outgoing
Internal, although call counts are not shown in
this report.
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
Peripheral Skill Group Historical All Fields