User Guide

DescriptionColumn (Field
Derived from:
Skill_Group_Half_Hour.AbandonHoldCallsToHalf
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_Half_Hour.TransferInCallsTimeToHalf
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:
Skill_Group_Half_Hour.TransferOutCallsToHalf
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_Half_Hour.AgentOutCallsToHalf
AGENT STATE TIMES
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_Half_Hour.TalkTimeToHalf
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_Half_Hour.HoldTimeToHalf
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_Half_Hour.LoggedOnTimeToHalf
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_Half_Hour.AvailTimeToHalf
/ Skill_Group_Half_Hour.LoggedOnTimeToHalf)
The percentage of time that agents spent in the Not Ready
state in relation to LoggedOnTime or the interval,
whichever is less.
% Not Ready
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