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
Completed Tasks: Aban Hold
The number of Unified ICM routed calls in the half hour interval that abandoned while on hold at
agents’ phones and/or the number of paused tasks agents ended.
Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf
*Supv Assist
The number of calls for which agents received supervisor assistance in the half hour interval.
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
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 Summary
The total fields for each skill group.
Media Summary
The total fields for each media routing domain.
Report Summary
The total fields for all skill groups.