Cisco Cisco E-Mail Manager Unity Integration Option User Guide
11-22
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Skill Group Reports
entskg28: Enterprise Skill Group Real Time All Fields Report
Avg Hand Time5
The average handle time in seconds for calls handled by the skill group during
the current five-minute interval.
The value is calculated as follows:HandledCallsTimeTo5 / CallsHandledTo5.
HandledCallsTime is tracked only for inbound ACD calls counted as handled for
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.AvgHandledCallsTimeTo5
Derived from: Skill_Group_Real_Time.AvgHandledCallsTimeTo5
Busy Other Time5
The total number of seconds that agents in the skill group have spent in the
BusyOther state during the current five-minute interval. BusyOtherTime is
included in the calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.BusyOtherTimeTo5
Derived from: Skill_Group_Real_Time.BusyOtherTimeTo5
Hand Active Time5
The total talk time, in seconds, for calls counted as handled by the skill group
during the current five-minute interval. The value is based on TalkTime from
the Termination_Call_Detail table. It 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.HandledCallsTalkTimeTo5
Derived from: Skill_Group_Real_Time.HandledCallsTalkTimeTo5
Hand Time5
The total handle time, in seconds, for calls counted as handled by the skill
group during the current five-minute interval. HandledCallsTime is the time
spent from the call being answered by the agent to the time the agent
completed after-call work associated with the call.
HandledCallsTime is based on HoldTime, WorkTime, and TalkTime from the
HandledCallsTime is based on HoldTime, WorkTime, and TalkTime from the
Termination_Call_Detail records. 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.HandledCallsTimeTo5
Derived from: Skill_Group_Real_Time.HandledCallsTimeTo5
Out Time5
The total number of seconds that agents in the skill group took to complete
outbound ACD calls during the current five-minute interval.
Handle time includes WorkTime, TalkTime, and HoldTime, all of which are
Handle time includes WorkTime, TalkTime, and HoldTime, all of which are
taken from the Termination_Call_Detail records. 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
Derived from: Skill_Group_Real_Time.AgentOutCallsTimeTo5