Cisco Cisco Unified Contact Center Enterprise 9.0(1) User Guide
IPCC Skill Group Report Templates
Peripheral Skill Group Historical Reports
5-
95
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Data:
Peripheral Skill Group
The name of the peripheral skill group.
Derived from: Skill_Group.EnterpriseName
Derived from: Skill_Group.EnterpriseName
DateTime (no label)
The date and time at the start of the half-hour interval.
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Derived from: Agent_Skill_Group_Half_Hour.DateTime
Predictive/Progressive Handle Time
The percentage of time in HH:MM:SS (hours, minutes, seconds) that agents in the
peripheral skill group spent handling completed AutoOut (predictive) tasks during the
half-hour interval. Handle time includes:
WorkTime
TalkTime
HoldTime
The AgentAutoOutCallsTime measurement begins at the time the task initiates, and
ends at the time the agent completes any after-task work for the task. The database
updates this value when any after-task work time associated with a task ends.
Derived from: Skill_Group_Half_Hour.AutoOutCallsTimeToHalf
peripheral skill group spent handling completed AutoOut (predictive) tasks during the
half-hour interval. Handle time includes:
WorkTime
TalkTime
HoldTime
The AgentAutoOutCallsTime measurement begins at the time the task initiates, and
ends at the time the agent completes any after-task work for the task. The database
updates this value when any after-task work time associated with a task ends.
Derived from: Skill_Group_Half_Hour.AutoOutCallsTimeToHalf
Predictive/Progressive Active Time
The percentage of time that agents in the peripheral skill group spent talking on
completed AutoOut (predictive) tasks during the half-hour interval. This measurement
begins at the time the task is initiated, and ends at the time the agent begins any
after-task work for the task. The database updates the AgentOutCallsTalkTime value
when any after-task work time associated with the task begins.
Derived from: Skill_Group_Half_Hour.AutoOutCallsTalkTimeToHalf
completed AutoOut (predictive) tasks during the half-hour interval. This measurement
begins at the time the task is initiated, and ends at the time the agent begins any
after-task work for the task. The database updates the AgentOutCallsTalkTime value
when any after-task work time associated with the task begins.
Derived from: Skill_Group_Half_Hour.AutoOutCallsTalkTimeToHalf
Predictive/Progressive Tasks
The total number of completed AutoOut (predictive) tasks made by the agent in the
skill group during the half-hour interval. The value is updated in the database when the
after-task work time associated with the task (if any) has completed.
Derived from: Skill_Group_Half_Hour.AutoOutCallsToHalf
skill group during the half-hour interval. The value is updated in the database when the
after-task work time associated with the task (if any) has completed.
Derived from: Skill_Group_Half_Hour.AutoOutCallsToHalf
Drilldowns available
When selected from the Base Only Skill Group template
subcategory (that is, used as a base only skill group report), Yes.
When selected from the Peripheral Skill Group template
subcategory (that is, used as a peripheral skill group report), No.
subcategory (that is, used as a base only skill group report), Yes.
When selected from the Peripheral Skill Group template
subcategory (that is, used as a peripheral skill group report), No.
Schema database
table
table
Skill_Group
Agent_Skill_Group_Half_Hour
Agent_Skill_Group_Half_Hour