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)
*Internal Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that internal calls to the skill
group occurred during the half-hour interval.
Derived from: Skill_Group_Half_Hour.InternalCallsTimeToHalf
*Supervisor Assist Tasks
The number of calls for which agents received supervisor assistance during the
half-hour interval.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Supervisor Assist Time
The total time in HH:MM:SS (hours, minutes, seconds) that supervisor assisted calls
occurred during the half-hour interval.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf
% Utilization
The percentage of Ready time that agents in the skill group spent talking or doing call
work during the half-hour interval.
Derived from: Skill_Group_Half_Hour.PercentUtilizationToHalf
*Agent Out Tasks
The total number of completed outbound ACD calls made by agents in the skill group,
during a half-hour interval. The value is updated in the database when any after-call
work time associated with the call is completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf
*Agent Out Tasks Time
The total handle time, in HH:MM:SS (hours, minutes, seconds), for completed
outbound ACD calls handled by the agent in the skill group during the half-hour
interval.
Handle time includes WorkTime, TalkTime, and HoldTime. The AgentOutCallsTime value
includes the time spent from the call being initiated by the agent to the time the agent
completes after-call work time for the call. The value is updated in the database when
the after-call-work time associated with the call (if any) has completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsTimeToHalf
*Agent Out Talk Time
The total talk time, in HH:MM:SS (hours, minutes, seconds), for completed outbound
ACD calls handled by an agent in the skill group during the half-hour interval.
The value includes the time spent from the call being initiated by the agent to the time
the agent begins after call work for the call. The time includes hold time associated
with the call. The value is incremented when the after-call-work time associated with
the call has completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsTalkTimeToHalf
*Agent Out On Hold
The total number of completed outbound ACD calls an agent in the skill group has
placed on hold at least once. The value is incremented when the after-call-work time
associated with the call has completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf