User Guide

DescriptionColumn (Field
callers when placed in queue and ringing at the agent's
desktop before the task is answered divided by the number
of tasks answered.
Derived from:
Skill_Group_Half_Hour.AnswerWaitTimeToHalf /
Skill_Group_Half_Hour.CallsAnsweredToHalf
COMPLETED TASKS
The total number of tasks completed by this skill group in
the interval.
Total
Derived from:
(Skill_Group_Half_Hour.CallsHandledToHalf +
Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.AbandonRingCallsToHalf +
Skill_Group_Half_Hour.RedirectNoAnswertoHalf)
For voice: the total number of calls that were abandoned
while the agent's phone was ringing. For non-voice: the
Aban
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 )
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_Half_Hour.CallsHandledToHalf
The Average Handle Time in HH:MM:SS (hours, minutes,
seconds) for tasks sent to the skill group.
AHT
Derived from:
Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Skill_Group_Half_Hour.CallsHandledToHalf
The Average Active Time in HH:MM:SS (hours, minutes,
seconds) for tasks sent to the skill group.
AAT
Derived from:
Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf /
Skill_Group_Half_Hour.CallsHandledToHalf
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
Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.0(4)
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Chapter 9: Unified CCE Release 7.5 Skill Group Reports
Enterprise Skill Group Historical All Fields