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)
*Active Preview Time
(Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) that the
agent spent talking on outbound Preview calls during the half-hour interval.
TalkAutoOutTimeToHalf is included in the calculation of LoggedOnTimeToHalf.
Derived from: Skill_Group_Half_Hour.TalkPreviewTimeToHalf
*Active Reserve Time
(Outbound Option only) The time in HH:MM:SS (hours, minutes, seconds) that the
agent spent talking on agent reservation calls during the half-hour interval.
TalkReserveTimeToHalf is included in the calculation of LoggedOnTimeToHalf.
Derived from: Skill_Group_Half_Hour.TalkReserveTimeToHalf
*Barge In Tasks
The number of calls barged in on either by the supervisor or by the agent.
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf
*Intercept Tasks
The number of calls intercepted either by the supervisor or by the agent.
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf
*Monitor Tasks
The number of calls monitored either by the supervisor or by the agent.
Derived from: Skill_Group_Half_Hour.MonitorCallsToHalf
*Whisper Tasks
The number of calls coached either by the supervisor or by the agent.
Derived from: Skill_Group_Half_Hour.WhisperCallsToHalf
*Emergency Assist Tasks
The number of emergency assist requests either by the agent or by the supervisor.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf
Tasks Offered
The number of calls received by this skill group for the half-hour interval.
Derived from: Skill_Group_Half_Hour.CallsOfferedToHalf
Tasks Queued
The number of calls queued to this skill group by the ACD in the half-hour interval.
Note: Not applicable to IPCC.
Derived from: Skill_Group_Half_Hour.CallsQueuedToHalf
Interrupted Time
The time in HH:MM:SS (hours, minutes, seconds) that agents were in the Interrupted
state with respect to this skill group in the half-hour interval. This is currently not used
in the database.
Derived from: Skill_Group_Half_Hour.InterruptedTimeToHalf