User Guide

IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
*Transfer In
The number of incoming tasks that were transferred to this skill group from other
agents within the same peripheral that did not go to IVR for queuing. The value is
updated in the database when the call is completed.
Derived from: Skill_Group_Half_Hour.TransferInCallsToHalf
*Transfer Out
The number of tasks this agent transferred to another agent or skill group. This
includes Consultative Calls. The value is updated in the database when the transfer of
the call is completed.
Derived from: Skill_Group_Half_Hour.TransferredOutCallsToHalf
*External Out
For default skill groups: the number of times an agent initiated an outgoing external
call. For routing skill groups: the number of times an agent initiated a transfer or
conference to an external device.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf
Agent State Times: Active Time
The total time spent in talking state within this skill group, measured in HH:MM:SS
(hours, minutes, seconds) format. Includes Incoming Direct and Outgoing Internal,
although these call counts are not shown in this report.
Derived from: Skill_Group_Half_Hour.TalkTimeToHalf
Agent State Times: Hold Time
The total time agents spent in the Hold/Paused state in this skill group, measured in
HH:MM:SS (hours, minutes, seconds) format. Includes Incoming Direct and Outgoing
Internal, although call counts are not shown in this report.
Derived from: Skill_Group_Half_Hour.HoldTimeToHalf
Agent State Times: Log On Duration
The total time during the interval the agents were logged into this skill group,
measured in HH:MM:SS (hours, minutes, seconds) format.
Derived from: Skill_Group_Half_Hour.LoggedOnTimeToHalf
Agent State Times: % Not Active Time
The percentage of time that agents have spent in the Not Active or Available state in
relation to LoggedOnTime or interval, whichever is less.
Derived from: (Skill_Group_Half_Hour.AvailTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)
Agent State Times: % Not Ready Time
The percentage of time that agents spent in the Not Ready state in relation to
LoggedOnTime or interval whichever is less.
Derived from: (Skill_Group_Half_Hour.NotReadyTimeToHalf /
Skill_Group_Half_Hour.LoggedOnTimeToHalf)