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Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario

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Skill Group Reports
entskg26: Enterprise Skill Group Consolidated Daily Report
 
Skill Group
The skill group's enterprise name and skill target ID.
Derived from: Skill_Group.EnterpriseName and (Skill_Group.SkillTargetID)
Date (no label)
The date of the selected row's data in MM/DD/YYYY (month, day, year) format.
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 + 
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
Total Aban
The number of tasks for this skill group that were abandoned within the 
interval.
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
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 / 
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 + 
Skill_Group_Half_Hour.TalkOutTimeToHalf + 
Skill_Group_Half_Hour.TalkOtherTimeToHalf) / 
Skill_Group_Half_Hour.CallsHandledToHalf)