User Guide

IPCC Skill Group Report Templates IPCC Peripheral Skill Group Real-Time Reports
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Current 5 Minutes Task Statistics:
Offered
The number of tasks offered to the skill group during the current five-minute interval.
In real-time data, a task is counted as offered as soon as it is sent to a skill group.
Offered tasks are the total number of incoming calls and internal calls sent to a specific
route, service, or skill group. In real-time data, a task is counted as offered as soon as
it is sent to a route or service. However, if the caller hangs up before the abandoned
task wait time has elapsed, that task is not counted as offered in the historical
(5-minute and 30-minute) data. This ensures that the number of tasks offered is the
same as the number answered plus the number abandoned.
Derived from: Skill_Group_Real_Time.CallsOfferedTo5
Current 5 Minutes Task Statistics:
Answered
The number of tasks begun by agents in the skill group during the past five minutes.
The number of tasks begun includes only handled tasks and internal calls received,
which are tracked in the CallsHandled and InternalCallsReceived fields, respectively.
The count for CallsAnswered is updated in the database at the time the call is
answered.
A call is counted as answered when it reaches an agent or IVR. For example, the
CallsAnsweredTo5 field in the Service_Five_Minute table counts the number of calls
that reached agents during the five-minute interval. The calls might still be in progress
when the interval ends.
By contrast, a call is not counted as handled until it is finished. Therefore, the number
of answered calls and handled tasks during an interval is not necessarily the same, but
eventually each call is counted in both categories.
Derived from: Skill_Group_Real_Time.CallsAnsweredTo5
Current 5 Minutes Task Statistics:
Handled
The number of tasks handled by the skill group during the current five-minute interval.
The count for handled tasks associated with a skill group is updated when the
after-task work time associated with the task (if any) has completed.
A task is counted as handled when the task is finished. For example, the
CallsHandledTo5 field in the Service_Five_Minute table counts the number of tasks that
finished during the five-minute interval. The tasks might have been answered before
the interval began.
By contrast, a task is counted as answered as soon as it reaches an agent. Therefore,
the number of handled tasks and answered tasks during an interval is not necessarily
the same, but eventually each task is counted in both categories.
Derived from: Skill_Group_Real_Time.CallsHandledTo5
*Current 5 Minutes Task Statistics:
Agent Out
The number of agents in the skill group currently talking on outbound calls.
Derived from: Skill_Group_Real_Time.AgentOutCallsTo5
*Current 5 Minutes Task Statistics:
Transfer In
The number of calls transferred into the skill group during the current five-minute
interval. The value is updated in the database when the call is completed.
Derived from: Skill_Group_Real_Time.TransferInCallsTo5