User Guide

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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 5 Skill Group Report Templates
IPCC Enterprise Skill Group Reports
Completed Tasks Incoming Avg Wrap Time
The average time that agents in the skill group spent in wr
apup for incoming tasks
handled in the half hour interval. Wrap-up work is task-related work performed by an
agent after the task is over.
Derived from: (Skill_Group_Half_Hour.HandledCallsTimeToHalf -
Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf -
Skill_Group_Half_Hour
.IncomingCallsOnHoldTimeToHalf)/
Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks Incoming AHT
The average handle time in HH:MM:SS (hours, minu
tes, seconds) for incoming tasks
handled by the skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.HandleCallsTimeToHalf/
Skill_Group_Half_Hour
.CallsHandledToHalf
Completed Tasks Incoming Avg Active Time
The average time that agents in the skill group we
re actively working on a incoming
task in the half hour interval. For voice, this is the average time spent while talking on
a call.
Derived from: Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf/
Skill_Group_Half_Hour
.CallsHandledToHalf
Completed Tasks Incoming Hold Tasks Held Tasks
The number of incoming tasks that were put on hold during the interval.
Derived from: Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf
Completed Tasks Incoming Hold Tasks Avg Hold Time
The average hold time in HH:MM:SS (hours, min
utes, seconds) for incoming tasks that
were put on hold for the skill group during the interval.
Derived from: Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf/
Skill_Group_Half_Hour.IncomingCallsOnHoldT
oHalf
External Out
The total number of completed outbound tasks made by
agents in the skill group. The
value is updated in the database when any after-task work time associated with the
task is completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf
FTE # Agents (8 hr shift)
The FTE (full time equivalent) value for the numb
er of agents logged on during an eight
hour shift.
Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf/ (3600 * 8)
Enterprise Skill Gr
oup Summary
The total for each field for each enterprise skill group.