User Guide

5-137
WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 5 Skill Group Report Templates
Unified CCE Peripheral Skill Group Reports
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
Barge In
The number of calls barged in on either by an agent or by the supervisor in the half hour interval.
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf
Intercept
The number of calls intercepted either by an agent or by the supervisor in the half hour interval.
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf
Skill Group Summary
The total for each field for each skill group.
Media Summary
The total for each field for each media routing domain.
Report Summary
The total for all fields for all skill groups in the report.
perskg32: IPCC Peripheral Skill Group Task Summary Daily Report
Overview:
Subject A table of the selected Peripheral Skill Group(s) showing daily totals for
incoming and outgoing call counts and call treatments.
Note Completed task data is for all tasks that completed during the time
shown (that is, on the row in the report). This includes any tasks
which began before the time frame shown. However, this does not
include tasks where the caller abandoned in the local ACD queue.
This report displays the same data as the Entskg08 report except that this
report is organized by media rather then by skill group. The report also
contains the same data as the Perskg31 report except that here the data is
gathered by day rather than by half hour.
Fields applicable to a voice domain only are prefixed with an asterisk (*).
Such fields are not applicable for e-mail or web media.
Purpose Shows the call activity for the selected skill groups for the selected time
period.