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
Rtr Tasks AbandQ
The number of tasks queued to the group by the CallR
outer that were abandoned in the
half hour interval.
Derived from: Skill_Group_Half_Hour.RouterCallsAbandQToHalf
Rtr Queue Tasks
The number of tasks queued to the group by the CallRouter in the half hour interval.
Derived from: Skill_Group_Half_Hour.RouterQueueCallsToHalf
Avg Handled Active Time
The average talk time in HH:MM:SS (hours, minutes, seconds) for calls counted as
handled
by the skill group in the half hour interval.
This formula for this value is HandledCallsTalkTimeToHalf/ CallHandledToHalf
AvgHandledCallsTalkTime is calculated only for handled calls, which are calls that are
fin
ished (that is, any after-call work associated with the call has been completed).
HandledCallsTalkTime includes time agents
spend in the TalkingIn, TalkingOut, and
TalkingOther states. This field is updated in the database when any after-call work
associated with the call is completed.
Derived from: Skill_Group_Half_Hour.AvgHandledCallsTalkTimeToHalf
*Auto Out Tasks
(Outbound Option only) The number of completed
AutoOut (predictive) calls made by
agents in the skill group in the half hour interval. The value is updated in the database
when the after-call work time associated with the call (if any) has completed.
Derived from: Skill_Group_Half_Hour.AutoOutCallsToHalf
*Auto Out Time
(Outbound Option only) The handle time, in
HH:MM:SS (hours, minutes, seconds), for
completed AutoOut (predictive) calls handled by agents in the skill group in the half
hour interval. Handle time includes WorkTime, TalkTime, and HoldTime. The
AutoOutCallsTime value includes the time spent from the call being initiated to the time
the agent completes after-call work time for the call. The value is updated in the
database when the after-call work time associated with the call (if any) has completed.
Derived from: Skill_Group_Half_Hour.AutoOutCallsTimeToHalf
*Auto Out Active Time
(Outbound Option only) The talk time, in
HH:MM:SS (hours, minutes, seconds), for
completed AutoOut (predictive) calls handled by agents in the skill group in the half
hour interval. This value includes the time spent from the call being initiated to the
time the agent begins after-call work for the call. It is based on TalkTime. It therefore
includes the HoldTime associated with the call. AutoOutCallsTalkTime is updated in the
database when the after-call work time associated with the call (if any) has completed.
Derived from: Skill_Group_Half_Hour.AutoOutCallsTalkTimeToHalf