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)
Work Not Ready
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
were in the Work Not Ready state during the half-hour interval.
Derived from: Skill_Group_Half_Hour.WorkNotReadyTimeToHalf
Busy Other
The total time in HH:MM:SS (hours, minutes, seconds) that agents spent handling calls
assigned to other skill groups during the half-hour interval.
Derived from: Skill_Group_Half_Hour.BusyOtherTimeToHalf
Reserved
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent in the Reserved state during the half-hour interval.
Derived from: Skill_Group_Half_Hour.ReservedStateTimeToHalf
*Transfer In Tasks
The number of calls transferred into the skill group during the half-hour interval. The
value is updated in the database when the call is completed.
Derived from: Skill_Group_Half_Hour.TransferInCallsToHalf
*Transfer In Time
The total time in HH:MM:SS (hours, minutes, seconds) that handling calls transferred
into the skill group during the half-hour interval.
Derived from: Skill_Group_Half_Hour.TransferInCallsTimeToHalf
*Transfer Out Tasks
The number of calls transferred out of the skill group during the half-hour interval. The
value is updated in the database when the transfer of the call is completed.
Derived from: Skill_Group_Half_Hour.TransferOutCallsToHalf
Aban Ring Tasks
For voice: the total number of calls that were abandoned while the agent’s phone was
ringing. For non-voice: the total number of tasks that were abandoned while being
offered to an agent.
Derived from: Skill_Group_Half_Hour.AbandonRingCallsToHalf
Aban Ring Time
The ring total time in HH:MM:SS (hours, minutes, seconds) before tasks to the skill
group abandoned. The value is incremented at the time the call disconnects.
Derived from: Skill_Group_Half_Hour.AbandonRingTimeToHalf
Aban Hold Tasks
The total number of tasks offered to the skill group that abandoned while being held or
paused by the agent. The value is incremented at the time the call disconnects.
Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf