User Guide

5- 124
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports
*Agent Term
The total number of ACD calls that were terminated by an agent in the skill group
before the far end released. Value incremented at the time the call disconnects.
Includes AgentOutCallsToHalf and CallsHandledToHalf.
Derived from: Skill_Group_Half_Hour.AgentTerminatedCallsToHalf
*Consult Tasks
The number of consultative calls completed by agents in the skill group with at least
one ACD call on hold.
Derived from: Skill_Group_Half_Hour.ConsultativeCallsToHalf
*Consult Time
The total time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group
spent handling a consultative call with at least on ACD call on hold. The value is
incremented when the after-call-work time associated with the consultative call has
completed.
Derived from: Skill_Group_Half_Hour.ConsultativeCallsTimeToHalf
*Conf In Tasks
The number of incoming calls skill group agents were conferenced into. Incoming calls
include ACD and non-ACD calls. The value is incremented when the agent drops off the
call of the call becomes a simple 2 party call.
Derived from: Skill_Group_Half_Hour.ConferencedInCallsToHalf
*Conf In Time
The total time in HH:MM:SS (hours, minutes, seconds) that skill group agents were
involved in an incoming conference calls. Incoming calls include ACD and non-ACD
calls. The value includes hold time and is incremented when the agent drops off the call
or the call becomes a simple 2 party call.
Derived from: Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf
*Conf Out Tasks
The number of conference calls skill group agent initiated. Initiated calls include ACD
and non-ACD calls. The value is incremented when the agent drops off the call of the
call becomes a simple 2 party call.
Derived from: Skill_Group_Half_Hour.ConferencedOutCallsToHalf
*Conf Out Time
The total time in HH:MM:SS (hours, minutes, seconds) that skill group agents spent in
conference calls they initiated. Calls include are ACD and non-ACD calls. The value
includes hold time and is incremented when the agent drops off the call or the call
becomes a simple 2 party call.
Derived from: Skill_Group_Half_Hour.ConferencedOutCallsTimeToHalf
Hold
The total number of completed inbound tasks the skill group agents placed on hold or
paused at least once. The value is incremented when the after-task work time
associated with the task completed.
Derived from: Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf