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 Historical Reports
Aban Ring Time
The time in HH:MM:SS (hours, minutes, seconds) that calls to the skill group
abandoned while ringing at the agent's phone. The value is incremented at the time the
call disconnects.
Derived from: Skill_Group_Half_Hour.AbandonRingTimeToHalf
Aban Hold
The number of tasks offered to the skill group that abandoned while being held or
paused by the agent. The value is incremented at the time the call disconnects.
Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf
*Agent Terminated Tasks
The number of ACD calls that were terminated by an agent in the skill group before the
far end released. Value incremented at the time the call disconnects. Includes
AgentOutCallsToHalf and CallsHandledToHalf.
Derived from: Skill_Group_Half_Hour.AgentTerminatedCallsToHalf
*Consult Tasks
The number of consultative calls completed by agents in the skill group with at least
one ACD call on hold.
Derived from: Skill_Group_Half_Hour.ConsultativeCallsToHalf
*Consult Time
The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group spent
handling a consultative call with at least on ACD call on hold. The value is incremented
when the after-call-work time associated with the consultative call has completed.
Derived from: Skill_Group_Half_Hour.ConsultativeCallsTimeToHalf
*Conf In
The number of incoming calls the skill group agents were conferenced into. Incoming
calls include ACD and non-ACD calls. The value is incremented when the agent drops
off the call of the call becomes a simple 2 party call.
Derived from: Skill_Group_Half_Hour.ConferencedInCallsToHalf
*Conf In Time
The time in HH:MM:SS (hours, minutes, seconds) that skill group agents were involved
in an incoming conference calls. Incoming calls include ACD and non-ACD calls. The
value includes hold time and is incremented when the agent drops off the call or the
call becomes a simple 2 party call.
Derived from: Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf
*Conf Out
The number of conference calls the skill group agent initiated. Initiated calls include
ACD and non-ACD calls. The value is incremented when the agent drops off the call of
the call becomes a simple 2 party call.
Derived from: Skill_Group_Half_Hour.ConferencedOutCallsToHalf