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)
*Conf Out Time
The time in HH:MM:SS (hours, minutes, seconds) that skill group agents spent in
conference calls they initiated. Calls include are 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.ConferencedOutCallsTimeToHalf
Hold
The number of completed inbound tasks the skill group agents placed on hold or
paused at least once. The value is incremented when the after-task work time
associated with the task completed.
Derived from: Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Hold Time
The time in HH:MM:SS (hours, minutes, seconds) that completed tasks were placed on
hold or paused during the half-hour interval. The value is incremented when the
after-task work time associated with the task has completed.
Derived from: Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf
*Internal In
The number of internal calls received by skill group agents during the half-hour
interval. The value is incremented when the after-call work time associated with the
call has completed.
Derived from: Skill_Group_Half_Hour.InternalCallsRcvdToHalf
*Internal In Time
The time in HH:MM:SS (hours, minutes, seconds) that internal calls were received by
skill group agents during the half-hour interval. The value is incremented when the
after-call work time associated with the call has completed.
Derived from: Skill_Group_Half_Hour.InternalCallsRcvdTimeToHalf
*Internal Hold
The number of internal calls skill group agents placed on hold at least once. The value
is incremented when the after-call-work time associated with the call completes.
Derived from: Skill_Group_Half_Hour.InternalCallsOnHoldToHalf
*Internal Hold Time
The time in HH:MM:SS (hours, minutes, seconds) that completed internal calls were
placed on hold during the half-hour interval. The value is incremented when the
after-call-work time associated with the call has completed.
Derived from: Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf
Redirect No Ans Tasks
The number of tasks offered at the agents terminal or phone that were redirected to
another location because the agent did not respond.
Derived from: Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf