User Guide

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WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 5 Skill Group Report Templates
Unified CCE Enterprise Skill Group Reports
*Conf In
The number of incoming calls the skill group agents were conferenced into. Incoming calls include
ACD and non-ACD calls.
For blind conferences in Unified CCE, the value is updated in the database when an agent blind
conferences the call to an IVR.
For blind conferences in Unified CCE with an IPCC System PG, the value is not updated in the
database until the call that was blind conferenced to an IVR is subsequently answered by another
agent.
Derived from: Skill_Group_Half_Hour.ConferencedInCallsToHalf
*Conf In Time
The 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.
For blind conferences in Unified CCE, the value is updated in the database when an agent blind
conferences the call to an IVR.
For blind conferences in Unified CCE with an IPCC System PG, the value is not updated in the
database until the call that was blind conferenced to an IVR is subsequently answered by another
agent.
Derived from: Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf
*Conf Out
The number of conference calls the 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 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 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
Hold Time
The time in HH:MM:SS (hours, minutes, seconds) that completed tasks were placed on hold or
paused in the half hour interval. The value is incremented when the after-task work time associated
with the task has completed.
Derived from: Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf