User Guide

IPCC Skill Group Report Templates IPCC Enterprise Skill Group Historical Reports
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Not Active Time
The total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in the
Available or Not Active state during the half-hour interval.
Derived from: Skill_Group_Half_Hour.AvailTimeToHalf
Not Ready Time
The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group were in
the Not Ready state during the half-hour interval.
Derived from: Skill_Group_Half_Hour.NotReadyTimeToHalf
Work Ready Time
The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group were in
the Work Ready state during the half-hour interval.
Derived from: Skill_Group_Half_Hour.WorkReadyTimeToHalf
Work Not Ready Time
The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group were in
the Work Not Ready state during the half-hour interval.
Derived from: Skill_Group_Half_Hour.WorkNotReadyTimeToHalf
Busy Other Time
The time in HH:MM:SS (hours, minutes, seconds) that agents spent handling calls
assigned to other skill groups during the half-hour interval.
Derived from: Skill_Group_Half_Hour.BusyOtherTimeToHalf
*Transfer In
The number of calls transferred into the skill group during the half-hour interval. The
value is updated in the database when the call is completed.
Derived from: Skill_Group_Half_Hour.TransferInCallsToHalf
*Transfer In Time
The time in HH:MM:SS (hours, minutes, seconds) that handling calls transferred into
the skill group during the half-hour interval.
Derived from: Skill_Group_Half_Hour.TransferInCallsTimeToHalf
*Transfer Out
The number of calls transferred out of the skill group during the half-hour interval. The
value is updated in the database when the transfer of the call is completed.
Derived from: Skill_Group_Half_Hour.TransferOutCallsToHalf
Aban Ring
For voice: the total number of calls that were abandoned while the agent’s phone was
ringing. For non-voice: the total number of tasks that were abandoned while being
offered to an agent.
Derived from: Skill_Group_Half_Hour.AbandonRingCallsToHalf