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
*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 during 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.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf
Barge In
The number of calls barged in on either by an agent or by the supervisor.
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf
Intercept
The number of calls intercepted either by an agent or by the supervisor.
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.