User Guide

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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports
*Conf Out
The number of conference calls that the skill group agents initiated. The conferenced
out calls include ACD and non-ACD calls. The value is updated in the database when
the agent drops off the call or the call becomes a simple two-party call.
Derived from: Skill_Group_Half_Hour.ConferencedOutCallsToHalf
*Supv Assist
The number of calls for which agents received supervisor assistance during the
half-hour interval. The value is updated in the database when the supervisor-assisted
call completes.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Emerg Assist
(IPCC only) The number of emergency assist requests either by the agent or by the
supervisor.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf
*Barge In
(IPCC only) The number of calls barged in on either by an agent or by the supervisor.
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf
*Intercept
(IPCC only) The number of calls intercepted either by an agent or by the supervisor.
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf
Skill Group Summary
The total for each field for each skill group.
Media Summary
The total for each field for each media routing domain.
Report Summary
The total for all fields for all skill groups in the report.