User Guide

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Real-Time Reports
Handled5
The number of calls handled by the skill group during the current five-minute interval.
The count for handled tasks associated with a skill group is updated when the after-call
work time associated with the call (if any) has completed.
A call is counted as handled when the call is finished. For example, the CallsHandledTo5
field in the Service_Five_Minute table counts the number of calls that finished during
the five-minute interval. The calls might have been answered before the interval
began.
By contrast, a call is counted as answered as soon as it reaches an agent. Therefore,
the number of handled tasks and answered calls during an interval is not necessarily
the same, but eventually each call is counted in both categories.
Derived from: Skill_Group_Real_Time.CallsHandledTo5
*Out Tasks5
The total number of completed outbound ACD calls or tasks made by agents in the skill
group during the current five-minute interval. The value 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.AgentOutCallsTo5
*Transfer In5
The number of calls transferred into the skill group during the current five-minute
interval. The value is updated in the database when the call is completed.
Derived from: Skill_Group_Real_Time.TransferInCallsTo5
*Transfer Out5
The number of calls transferred out of the skill group during the current five-minute
interval. The value is updated in the database when the transfer of the call is
completed.
Derived from: Skill_Group_Real_Time.TransferOutCallsTo5
Ans Wait Time5
The sum of the answer wait times of all the tasks associated with this skill group that
agents began during the rolling five minute interval. The time is express in HH:MM:SS
(hours, minutes, seconds) format.
AnswerWaitTime is associated only with handled tasks and internal calls received.
AnswerWaitTime is calculated as follows: RingTime + NetworkTime + LocalQTime (for
standard ACDs) and NetQTime (for IPCC systems).
Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5
Not Active Time
The total time in HH:MM:SS (hours, minutes, seconds) format that agents in the skill
group have been in the Not Active or Available state during the current five-minute
interval. AvailTime is included in the calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.AvailTimeTo5