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
*Transfer Out
The number of tasks this agent transferred to another age
nt or skill group. This
includes Consultative Calls. The value is updated in the database when the transfer of
the call is completed.
Derived from: Skill_Group_Half_Hour.TransferredOutCallsToHalf +
Skill_Group_Half_Hour
.NetTransferredOutCallsToHalf
*External Out
For default skill groups: the number of times a
n agent initiated an outgoing external
call. For routing skill groups: the number of times an agent initiated a transfer or
conference to an external device.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf
Agent State Times: Active Time
The total time spent in talking state within this skill
group, measured in HH:MM:SS
(hours, minutes, seconds) format. Includes Incoming Direct and Outgoing Internal,
although these call counts are not shown in this report.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf
Agent State Times: 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
Agent State Times: Log On Duration
The total time during the interval the agents were logged into this skill group,
measured in H
H:MM:SS (hours, minutes, seconds) format.
Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Not Active Time
The percentage of time that agents have spent in the Not Active or Available state in
relation to
LoggedOnTime or interval, whichever is less.
Derived from: (Skill_Group_Half_Hour.AvailTimeToHalf/
Skill_Group_Half_Hour
.LoggedOnTimeToHalf)
Agent State Times: % Not Ready Time
The percentage of time that agents spent
in the Not Ready state in relation to
LoggedOnTime or interval whichever is less.
Derived from: (Skill_Group_Half_Hour.NotReadyTimeToHalf/
Skill_Group_Half_Hour
.LoggedOnTimeToHalf)
Agent State Times: % Active Time
The percentage of time that the agent of this skill group has spe
nt in Active state in this
Skill Group in relation to LoggedOnTime.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf/
Skill_Group_Half_Hour
.LoggedOnTimeToHalf