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
Ans Wait Time
The time in HH:MM:SS (hours, minutes, seconds) that c
allers spent waiting for tasks to
be responded to by the skill group in the half hour interval.
AnswerWaitTime is calculated as follows: RingTime + NetworkTime + LocalQTime (for
ICM
systems) and NetQTime (for IPCC systems).
Derived from: Skill_Group_Half_Hour.AnswerWaitTimeToHalf
Note With the existence of a network VRU, in an ICM Enterprise deployment with an IPCC
System PG this value will not include time spent in the network VRU.
Handled
The tasks handled by the skill group in
the half hour interval.
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf
Hand Active Time
The time in HH:MM:SS (hours, minutes, seconds) that th
e agent spent in the Active
state for tasks associated with the skill group in the half hour interval.
The value is updated in the database when the after
-task work time associated with the
task (if any) has completed.
Derived from: Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf
Handled Time
The handle time in HH:MM:SS (hours, minutes, seconds) for tasks counted as handled
by
the skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.HandledCallsTimeToHalf
Avg Hand Time
The average handle time in HH:MM:SS (hours, minutes, seconds) for tasks counted as
handled by the
skill group in the half hour interval:
Derived from: Skill_Group_Half_Hour.AvgHandledCallsTimeToHalf
Hold Time
The total time agents spent in the Hold/Paused state in this skill group, measured in
HH:MM:S
S (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
*Internal Tasks
The number of internal calls to the skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.InternalCallsToHalf
*Internal Tasks Time
The time in HH:MM:SS (hours, minutes, seconds) that internal calls to the skill group
occurred in the half hour interval.
Derived from: Skill_Group_Half_Hour.InternalCallsTimeToHalf