Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

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Skill Group Reports

perskg28: Peripheral Skill Group Real Time All Fields Report

Average talk time in seconds for calls counted as handled by the skill group 

during the current five-minute interval. 
This value is calculated as follows:HandledCallsTalkTimeTo5 / CallHandledTo5.
HandledCallsTalkTime includes the time agents in the skill group spend in the 

TalkingIn, TalkingOut, and TalkingOther states. AvgHandledCallsTalkTime is 

calculated only for handled calls, which are calls that are finished (that is, any 

after-call work associated with the call has been completed). This field is 

updated in the database when any after-call work associated with the call is 

completed. 
Derived from: Skill_Group_Real_Time.AvgHandledCallsTalkTimeTo5

Average handle time in seconds for calls counted as 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 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

The number of seconds agents 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

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