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Cisco Cisco Unified Contact Center Enterprise 9.0(1) User Guide

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Skill Group Reports
entskg24: Enterprise Skill Group Performance Summary Daily Report
 
ASA
The average speed of answer measured for the skill group as the total time 
callers spent ringing at the agent’s voice device (handled or internal calls) in 
relation to the number of calls answered. 
Derived from: Skill_Group_Half_Hour.AnswerWaitTimetoHalf / 
Skill_Group_Half_Hour.CallsAnsweredToHalf
AHT
The Average Handle Time for tasks sent to the skill group.
Derived from: Skill_Group_Half_Hour.HandleCallsTimeToHalf / 
Skill_Group_Half_Hour.CallsHandledToHalf
Avg Active Time
The Average Active Time for the agents in the skill group.
Derived from: (Skill_Group_Half_Hour.TalkInTimeToHalf + 
Skill_Group_Half_Hour.TalkOutTimeToHalf + 
Skill_Group_Half_Hour.TalkOtherTimeToHalf) / 
Skill_Group_Half_Hour.CallsHandledToHalf)
AWT
The Average Wrap Up Time for agents in the skill group.
Derived from: (Skill_Group_Half_Hour.WorkReadyTimeToHalf + 
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf) / 
Skill_Group_Half_Hour.CallsHandledToHalf)
Aban Hold
The number of ICM routed calls that Abandon While on hold at agents’ phones. 
Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf
Supv Assist
The number of calls for which agents received supervisor assistance.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf
Emerg Assist
The number of emergency assist requests by the agent.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf
Barge In
The number of calls barged in on by the supervisor.
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf
Intercept
The number of calls intercepted by the supervisor.
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf