Cisco Cisco Unified Contact Center Enterprise 9.0(1) User Guide
11-45
ICM WebView Online Help
Skill Group Reports
entskg25: Enterprise Skill Group Consolidated Half Hour Report
Skill Group
The skill group's enterprise name and skill target ID.
Derived from: Skill_Group.EnterpriseName and (Skill_Group.SkillTargetID)
Derived from: Skill_Group.EnterpriseName and (Skill_Group.SkillTargetID)
Date (no label)
The date and time of the selected row's data in MM/DD/YYYY (month, day,
year) and HH:MM:SS (hour, minute, second) format.
Derived from: Skill_Group_Half_Hour.DateTime
Derived from: Skill_Group_Half_Hour.DateTime
Offered
The number of tasks offered to this Skill Group within the interval.
Derived from: (Skill_Group_Half_Hour.CallsHandledToHalf +
Derived from: (Skill_Group_Half_Hour.CallsHandledToHalf +
Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.AbandonRingCallsToHalf +
Skill_Group_Half_Hour.RedirectNoAnswertoHalf)
Queued
The number of tasks queued to this Skill Group within the interval.
Derived from: Skill_Group_Half_Hour.RouterCallsQueuedToHalf
Derived from: Skill_Group_Half_Hour.RouterCallsQueuedToHalf
Total Aban
The number of tasks for this skill group that were abandoned within the
interval.
Derived from: (Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
Derived from: (Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.AbandonCallsRingToHalf)
Handled
The number of ICM Routed tasks handled within this skill group during the
interval.
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf
AHT
The average handle time in seconds for incoming tasks handled by the skill
group during the interval.
Derived from: Skill_Group_Half_Hour.HandleCallsTimeToHalf /
Derived from: Skill_Group_Half_Hour.HandleCallsTimeToHalf /
Skill_Group_Half_Hour.CallsHandledToHalf
Avg Active Time
The Average Active Time for agents in the skill group during the interval.
Derived from: ((Skill_Group_Half_Hour.TalkInTimeToHalf +
Derived from: ((Skill_Group_Half_Hour.TalkInTimeToHalf +
Skill_Group_Half_Hour.TalkOutTimeToHalf +
Skill_Group_Half_Hour.TalkOtherTimeToHalf) /
Skill_Group_Half_Hour.CallsHandledToHalf)