User Guide

Current Fields in the Agent Skill Group Historical All Fields Grid View
Current fields are those fields that appear by default in a report generated from the stock
template. You can change them. See Current Fields and Available Fields (page 201).
Current fields are listed below in the order (left to right) in which they appear by default in the
stock template.
DescriptionColumn (Field)
Derived from: Skill_Group.EnterpriseNameSkill Group Name
The agent skill group's enterprise name
This is a calculated field, derived from:
Person.LastName + ", " + Person.FirstName
Agent Name
The first and last name of the agent.
Derived from:
Agent_Skill_Group_Interval.DateTime
DateTime
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_Half_Hour.CallsHandledToHalf
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_Half_Hour.HandledCallsTimeToHalf
AHT
/
Agent_Skill_Group_Half_Hour.CallsHandledToHalf)
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_Half_Hour.IncomingCallsOnHoldToHalf
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_Half_Hour.IncomingCallsOnHoldTimeToHalf
Avg Hold
/
Agent_Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf)
Report Template Reference Guide For Cisco Unified Intelligence Center Release 8.0(4)
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Chapter 4: Unified CCE Release 7.5 Agent and Agent Skill Group Reports
Agent Skill Group Historical All Fields