User Guide

DescriptionColumn (Field)
Derived from:
Skill_Group_Half_Hour.TalkTimeToHalf
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.
Derived from:
Skill_Group_Half_Hour.HoldTimeToHalf
The total duration in HH:MM:SS (hours,
minutes, and seconds) during the period that
agents were logged into this skill group.
Log On Duration
Derived from:
Skill_Group_Half_Hour.LoggedOnTimeToHalf
The percentage of agents in the skill group who
are NOT currently involved in tasks and who
are ready to accept calls or tasks.
% 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
Derived from:
(Skill_Group_Half_Hour.NotReadyTimeToHalf
/
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
The percentage of agents in the skill group who
are working on incoming tasks or who are in
one of the talking states.
% Active
Derived from:
(Skill_Group_Half_Hour.TalkTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
The percentage of time that agents spent in the
Hold/Paused state in relation to LoggedOnTime
or interval, whichever is less.
% Hold
Derive from:
(Skill_Group_Half_Hour.HoldTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
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