User Guide

DescriptionColumn (Field)
The count of calls that are abandoned within
the skill group service level threshold during
the rolling five minute interval. Derived from:
Aban Within SL
Skill_Group_Real_Time.ServiceLevelCallsAbandTo5
The number of tasks that have been handled
during the rolling five minute interval.
Handled
Derived from:
Skill_Group_Real_Time.CallsHandledTo5
The average time in HH:MM:SS (hours,
minutes, seconds) it has taken during the rolling
five minute interval to handle a task.
AHT
Derived from:
Skill_Group_Real_Time.HandleCallsTimeTo5
/ Skill_Group_Real_Time.CallsHandledTo5
The number of agents that are currently logged
on to the skill group. This count is updated each
Log On
time an agent logs on and each time an agent
logs off.
Derived from:
Skill_Group_Real_Time.LoggedOn
The number of agents in the Not Ready state
for the skill group. Not Ready is a state in
Not Ready
which agents are logged on but are neither
involved in any call handling activity nor
available to handle a call.
Derived from:
Skill_Group_Real_Time.NotReady
The number of agents in the skill group who
are currently not working on a task associated
with the skill group.
Not Active
Derived from: Skill_Group_Real_Time.Avail
The number of agents in the skill group
currently working on inbound tasks.
Active In
Derived from:
Skill_Group_Real_Time.TalkingIn
The number of agents in the skill group
currently talking on outbound calls.
Active Out
Derived from:
Skill_Group_Real_Time.TalkingOut
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 Real Time All Fields