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 Peripheral Skill Group Reports
Current 5 Minutes Agent Statistics: Avg Hand Time
Average handle time in HH:MM:SS (hours, minutes, seconds) that for tasks counted as
handled
by the skill group during the rolling five minute interval.
The value is calculated as follows:HandledCallsTimeTo5/ CallsHandledTo5.
HandledCallsTime is tracked only for inbound ACD calls counted as handled for the skill
group. HandledCallsTime is the time spent from the call being answered by the agent
to the time the agent completed any after-call work time for the call. This includes any
Hold time associated with the call. The AvgHandledCallsTime value is updated in the
database when the after-call work time associated with the call is completed.
Derived from: Skill_Group_Real_Time.A
vgHandledCallsTimeTo5
Current 5 Minutes Agent Statistics: Busy Other
The time in HH:MM:SS (hours, minutes, seconds) that agents ha
ve spent in the
BusyOther state during the rolling five minute interval. BusyOtherTime is included in
the calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.BusyOtherTimeTo5
Current 5 Minutes Agent Statisti
cs: Hand Task Active Time
The total talk time in HH:MM:SS (hours, minutes, seconds) for tasks counted as
handled
by the skill group during the rolling five minute interval. The value is updated
in the database when the after-task work time associated with the task (if any) is
completed.
Derived from: Skill_Group_Real_Time.HandledCallsTalkTimeTo5
Current 5 Minutes Agent Statistics: Hand Time
The total handle time in HH:MM:SS (hours, minutes, seconds) for tasks counted as
handled
by the skill group during the rolling five minute interval. HandledCallsTime is
the time spent from the task being answered by the agent to the time the agent
completed after-task work associated with the task.
This value is updated in the database when the after-task work time associated with
the task (if any) is completed.
Derived from: Skill_Group_Real_Time.HandledCallsTimeTo5
*Current 5 Minutes Agent Statistics: Agent Out Time
The total handle time in HH:MM:SS (hours, minutes, se
conds) for completed outbound
ACD calls handled by the agent in the skill group during the rolling five minute interval.
Handle time includes WorkTime, TalkTime, and HoldTime. The AgentOutCallsTime value
includes the
time spent from the call being initiated by the agent 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) is completed.
Derived from: Skill_Group_Real_Time.AgentOutCallsTimeTo5