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
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)/
(Skill_Group_Half_Hour.LoggedOnTimeToHalf
-Skill_Group_Half_Hour.NotReadyTimeToHalf))
ASA
The skill group's average speed of answer in HH:MM:S
S (hour, minutes, seconds)
calculated from the time spent by callers when placed in queue and ringing at the
agent’s desktop before the task is answered divided by the number of tasks answered.
Derived from: Skill_Group_Half_Hour.AnswerWaitTimeToHalf/
Skill_Group_Half_Hour
.CallsAnsweredToHalf
Completed Tasks: AHT
The Average Handle Time in HH:MM:SS (hours, mi
nutes, seconds) for tasks sent to the
skill group.
Derived from: Skill_Group_Half_Hour.HandledCallsTimeToHalf/
Skill_Group_Half_Hour
.CallsHandledToHalf
Completed Tasks: Avg Active Time
The Average Active Time in HH:MM:SS (hours, min
utes, seconds) for tasks sent to the
skill group.
Derived from: Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf/
Skill_Group_Half_Hour
.CallsHandledToHalf
Completed Tasks: Avg Wrap Time
The Average Wrap Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the
skill group
.
Derived from: (Skill_Group_Half_Hour.HandledCallsTimeToHalf -
Skill_Group_Half_Hour
.HandledCallsTalkTimeToHalf -
Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf)/
Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: Aban Hold
The number of ICM routed calls that Abandon While on
hold at the agents’ phones
and/or the number of paused tasks agents ended.
Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf
*Supv Assist
The number of calls for which agents receiv
ed supervisor assistance.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf
Emerg Assist
The number of emergency assist requests either by the agent
or by the supervisor.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf
Barge In
The number of calls barged in on either by an ag
ent or by the supervisor.
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf