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 Peripheral Skill Group Reports
*External Out
For default skill groups: the number of times an agent initiated an outgoing external call.
For routing skill groups: the number of times an agent initiated a transfer or conference to an
external device. The value is updated in the database when any after-call work time associated with
the call is completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf
*Internal Out
For default skill groups: the number of times an agent initiated an outgoing internal call.
For routing skill groups: the number of times an agent initiated a transfer or conference to an
internal device. The value is updated in the database when the after-call work time associated with
the call (if any) is completed.
Derived from: Skill_Group_Half_Hour.InternalCallsToHalf
*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.
In Unified CCE,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
during 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