Cisco Cisco E-Mail Manager Unity Integration Option User Guide
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Skill Group Reports
entskg27: Enterprise Skill Group Historical All Fields Report
Handled Time
The total handle time, in seconds, for calls counted as handled by the skill
group during the half-hour interval.
Derived from: Skill_Group_Half_Hour.HandledCallsTimeToHalf
Derived from: Skill_Group_Half_Hour.HandledCallsTimeToHalf
Avg Hand Time
The average handle time in seconds for calls counted as handled by the skill
group during the half-hour interval:
Derived from: Skill_Group_Half_Hour.AvgHandledCallsTimeToHalf
Derived from: Skill_Group_Half_Hour.AvgHandledCallsTimeToHalf
Hold Time
The number of seconds calls to the skill group spent on hold during the
half-hour interval.
Derived from: Skill_Group_Half_Hour.HoldTimeToHalf
Derived from: Skill_Group_Half_Hour.HoldTimeToHalf
Internal Tasks
The number of internal calls to the skill group during the half-hour interval.
Derived from: Skill_Group_Half_Hour.InternalCallsToHalf
Derived from: Skill_Group_Half_Hour.InternalCallsToHalf
Internal Tasks Time
The number of seconds spent on internal calls to the skill group during the
half-hour interval.
Derived from: Skill_Group_Half_Hour.InternalCallsTimeToHalf
Derived from: Skill_Group_Half_Hour.InternalCallsTimeToHalf
Supervisor Assist Tasks
The number of calls for which agents received supervisor assistance during the
half-hour interval.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf
Supervisor Assist Time
The number of seconds spent on supervisor assisted calls during the half-hour
interval.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf
Derived from: Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf
% Utilization
The percentage of Ready time that agents in the skill group spent talking or
doing call work during the half-hour interval.
Derived from: Skill_Group_Half_Hour.PercentUtilizationToHalf
Derived from: Skill_Group_Half_Hour.PercentUtilizationToHalf
External Out
The total number of completed outbound ACD calls made by agents in the skill
group, during a half-hour interval. The value is updated in the database when
any after-call work time associated with the call is completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf