Manualshelf

User Guide

ManualsBrandsCisco ManualsContact CenterCisco Unified Contact Center Enterprise 8.0(2)
391392393394395396397398399400
IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports
5-
43
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf)/
(Skill_Group_Half_Hour.LoggedOnTimeToHalf
-Skill_Group_Half_Hour.NotReadyTimeToHalf))
Complete Tasks: ASA
The average speed of answer measured in HH:MM:SS (hours, minutes, seconds) for
the skill group as the total time callers spent ringing at the agent’s voice device
(handled or internal calls) in relation to the number of tasks begun.
Derived from: Skill_Group_Half_Hour.AnswerWaitTimetoHalf /
Skill_Group_Half_Hour.CallsAnsweredToHalf
Complete Tasks: AHT
The Average Handle Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the
skill group.
Derived from: Skill_Group_Half_Hour.HandledCallsTimeToHalf /
Skill_Group_Half_Hour.CallsHandledToHalf
Complete Tasks: Aban Hold
The number of ICM routed calls that Abandon While on hold at the agents’ phones
and/or the number of paused tasks agents ended.
Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf
Complete Tasks: Avg Active Time
The Average Active Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the
skill group.
Derived from: Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf /
Skill_Group_Half_Hour.CallsHandledToHalf
Complete Tasks: Avg Wrap Time
The Average Wrap Time in HH:MM:SS (hours, minutes, seconds) for tasks sent to the
skill group.
Derived from: Skill_Group_Half_Hour.WorkReadyTimeToHalf +
Skill_Group_Half_Hour.WorkNotReadyTimeToHalf/
Skill_Group_Half_Hour.CallsHandledToHalf
*Supv Assist
The number of calls for which agents received supervisor assistance.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Emerg Assist
(IPCC only) The number of emergency assist requests by the agent.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf
*Barge In
(IPCC only) The number of calls barged in on by the supervisor.
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf