User Guide

DescriptionColumn (Field)
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
Aban Hold
the agent. The value is incremented at the time
the call disconnects.
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 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_Half_Hour.TransferredOutCallsToHalf
+
Skill_Group_Half_Hour.NetTransferredOutCallsToHalf
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_Half_Hour.AgentOutCallsToHalf
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
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
Peripheral Skill Group Historical All Fields