User Guide

5-19
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 5 Skill Group Report Templates
IPCC Enterprise Skill Group Reports
Note This field is not applicable to IPCC Enterprise. In an IPCC Enterprise Gateway
deployment, ICM (parent) connected with an IPCC Enterprise with an IPCC System PG
(child) or IPCC Express (child) through IPCC Gateway PG, network queuing data is not
available in the child or in the child agent/supervisor desktop. The time spent in the
network queue is not included in the reporting metrics in the child. A call center
manager who would normally only look at the IPCC child reports will need to also look
at the parent ICM reports for network queuing data.
Longest Avail Agent
A date and time value that specifies the time th
at the longest Not Active agent for the
skill group became available. If no agent was available, the value is 0.
Derived from: Skill_Group_Real_Time.LongestAvailAgent
Router Tasks QNow
The number of calls currently queued to the
skill group by the CallRouter.
Derived from: Skill_Group_Real_Time.RouterCallsQNow
Note In an IPCC Enterprise Gateway deployment, ICM (parent) connected with an IPCC
Enterprise with an IPCC System PG (child) or IPCC Express (child) through IPCC
Gateway PG, network queuing data is not available in the child or in the child
agent/supervisor desktop. The time spent in the network queue is not included in the
reporting metrics in the child. A call center manager who would normally only look at
the IPCC child reports will need to also look at the parent ICM reports for network
queuing data.
Offered5
The number of tasks offered to the skill group during the ro
lling five minute interval.
In IPCC Enterprise with an IPCC System PG, a task is
counted as offered as soon as it is
sent to a skill group.
In IPCC Enterprise, a task is counted as offered only when it is
answered. Offered calls
are the total number of incoming calls and internal calls sent to a specific route,
service, or skill group. In real-time data, a call is counted as offered as soon as it is
sent to a route or service. However, if the caller hangs up before the abandoned call
wait time has elapsed, that call is not counted as offered in the historical (5-minute and
30-minute) data. This ensures that the number of calls offered is the same as the
number answered plus the number abandoned.
Derived from: Skill_Group_Real_Time.CallsOfferedTo5