User Guide

DescriptionColumn (Field)
The date and time of the selected row's data in
MM/DD/YYYY (month, day, year) and
HH:MM:SS (hour, minute, second) format.
COMPLETED TASKS
Derived from: Agent_Skill_Group_Interval.
CallsHandled
Handled
The number of inbound calls that have been
answered and have completed wrap-up by
agents in the skill group during the interval.
This is a calculated field, derived from:
(Agent_Skill_Group_Interval.HandledCallsTime
/ Agent_Skill_Group_Interval.CallsHandled)
AHT
The average time spent by the agent in handling
a task in the interval, measured in HH:MM:SS
(hours, minutes, seconds).
Derived from:
Agent_Skill_Group_Interval.IncomingCallsOnHold
Held
The number of incoming calls to this agent that
were placed on hold in the interval.
This is a calculated field, derived from:
(Agent_Skill_Group_Interval.
Avg Hold
IncomingCallsOnHoldTime /
Agent_Skill_Group_Interval.IncomingCallsOnHold)
The average time in HH:MM:SS (hours,
minutes, seconds) that calls were put on hold
in the interval, for all incoming calls which
included hold time.
Derived from:
Agent_Skill_Group_Interval.AbandonRingCalls
Aban Rings
For voice: the total number of calls that were
abandoned while the agent's phone was ringing.
For non-voice: the total number of tasks that
were abandoned while being offered to an
agent.
Derived from:
Agent_Skill_Group_Interval.RedirectNoAnsCalls
RONA
The number of tasks that left the agent's phone
or terminal that were redirected to another
dialed number because of no answer in the
interval.
Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.0(4)
19
Chapter 2: Unified CCE Release 8.x Agent and Agent Skill Group Reports
Agent Skill Group Historical All Fields