User Guide

DescriptionColumn (Field)
The enterprise name for the call type.Call Type Name
Derived from Call_Type.EnterpriseName.
The skill group's enterprise nameSkill Group Name
Derived from: Skill_Group.EnterpriseName.
The date and time when the record was
generated in MM/DD/YYYY (month, day,
DateTime
year) and HH:MM:SS (hours, minutes,
seconds) format.
Derived from:
Call_Type_Skill_Group_Interval.DateTime.
The total number of tasks handled to
completion for the call type in the interval.
Handled
Derived from:
Call_Type_Skill_Group_Interval.CallsHandled.
The average time spent by the agent in handling
a task in the interval, measured in HH:MM:SS
(hours, minutes, seconds).
AHT
This is a calculated field, derived from:
Call_Type_Skill_Group_Interval.Handle Time
/
Call_Type_Skill_Group_Interval.CallsHandled
The percentage of all handled tasks of the call
type that were queued in the interval.
%Queued
This is a calculated field, derived from
Call_Type_Skill_Group_Interval.
CallsQHandled
/Call_Type_Skill_Group_Interval.CallsHandled
Service Level Type used to calculate Service
level for the interval.
SL
See Service Levels (page 215).
Derived from:
Call_Type_Skill_Group_Interval.ServiceLevel
Average Speed of Answer. The average answer
wait time from when first queue to skill group
ASA
or LAA select node was executed for this call
to when this call was answered. This is an
important measure of service quality because
the time can vary, even over the course of one
day, due to call volumes and staff levels.
Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.0(4)
58
Chapter 3: Unified CCE Release 8.x Call Type and Call Type Skill Group Reports
Call Type Skill Group Historical All Fields