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
*Out Hold Time
The time in HH:MM:SS (hours, minutes, secon
ds) that outbound ACD calls were placed
on hold in the half hour interval.
This value updated in the database when after-call work associated with the call (if
an
y) is completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsOnHoldTimeToHalf
Active In Time
The time in HH:MM:SS (hours, minutes, seconds) that agents in
the skill group spent
working on incoming tasks in the half hour interval.
Derived from: Skill_Group_Half_Hour.TalkInTimeToHalf
Active Out Time
The time in HH:MM:SS (hours, minutes, seconds) that agents spe
nt talking on
outbound calls in the half hour interval.
Derived from: Skill_Group_Half_Hour.TalkOutTimeToHalf
*Active Other Time
The time in HH:MM:SS (hours, minutes, seconds) that agents spen
t talking on other
calls (neither inbound nor outbound) in the half hour interval.
Derived from: Skill_Group_Half_Hour.TalkOtherTimeToHalf
Active Time30
The time in HH:MM:SS (hours, minutes, seconds) that agents in
the skill group were in
the Active state in the half hour interval.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf
Log On Duration
The time in HH:MM:SS (hours, minutes, seconds) that agents in
the skill group were
logged on in the half hour interval.
Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf
Not Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
A
vailable or Not Active state in the half hour interval.
Derived from: Skill_Group_Half_Hour.AvailTimeToHalf
Not Ready Time
The time in HH:MM:SS (hours, minutes, seconds) that agents in
the skill group were in
the Not Ready state in the half hour interval.
Derived from: Skill_Group_Half_Hour.NotReadyTimeToHalf