User Guide

IPCC Skill Group Report Templates Peripheral Skill Group Historical Reports
5- 129
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Intercept Tasks
The number of calls intercepted either by the supervisor or by the agent.
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf
*Monitor Tasks
The number of calls monitored either by the supervisor or by the agent.
Derived from: Skill_Group_Half_Hour.MonitorCallsToHalf
*Whisper Tasks
The number of calls coached either by the supervisor or by the agent.
Derived from: Skill_Group_Half_Hour.WhisperCallsToHalf
*Emergency Assist Tasks
The number of emergency assist requests either by the agent or by the supervisor.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf
Task Offered
The number of calls received by this skill group for the half-hour interval.
Derived from: Skill_Group_Half_Hour.CallsOfferedToHalf
Task Queued
The number of calls queued to this skill group by the ACD in the half-hour interval.
Note: Not applicable to IPCC.
Derived from: Skill_Group_Half_Hour.CallsQueuedToHalf
Interrupted Time
The number of seconds that agents were in the Interrupted state with respect to this
skill group in the half-hour interval. This field is currently not used in the database.
Derived from: Skill_Group_Half_Hour.InterruptedTimeToHalf
Recovery Day
A value used internally by the ICM software to track virtual time.
Derived from: Skill_Group_Half_Hour.RecoveryDay
Recovery Key
A value used internally by ICM software to track virtual time.
Derived from: Skill_Group_Half_Hour.RecoveryKey
Time Zone
The time zone for the date and time. The value is the offset in minutes from GMT
(Greenwich Mean Time).
Derived from: Skill_Group_Half_Hour.TimeZone