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
*Transfer In
The number of calls transferred into the skill group in the half hour interval. The value is updated
in the database when the call is complete.
In Unified CCE with an IPCC System PG, a call is counted as offered as soon as it is sent to a skill
group and a call is counted as offered only when it is answered.
Derived from: Skill_Group_Half_Hour.TransferInCallsToHalf
*Transfer Out
The number of calls this agent transferred out of the skill group to other skill Groups or agents in
the half hour interval. This includes Consultative calls.
The value is updated in the database when
the transfer of the call is completed.
Derived from: Skill_Group_Half_Hour.TransferOutCallsToHalf +
Skill_Group_Half_Hour.NetTransferOutCallsToHalf
*Conf In
The number of incoming calls that were conferenced to this skill group from other agents on the
same peripheral. 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 Out
The number of conference calls that the skill group agents initiated. The conferenced out calls
include ACD and non-ACD calls. The value is updated in the database when the agent drops off
the call or the call becomes a simple two-party call.
Derived from: Skill_Group_Half_Hour.ConferencedOutCallsToHalf +
Skill_Group_Half_Hour.NetConferencedOutCallsToHalf
*Supv Assist
The number of calls for which agents received supervisor assistance in the half hour interval. The
value is updated in the database when the supervisor-assisted call completes.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf
Emerg Assist
The number of emergency assist requests either by the agent or by the supervisor in the half hour
interval.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf