User Guide

5-20
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
Answered5
The number of calls answered by agents in
the skill group during the past five minutes.
The number of tasks begun includes only handle
d tasks and internal calls received,
which are tracked in the CallsHandled and InternalCallsReceived fields, respectively.
The count for CallsAnswered is updated in the database at the time the call is
answered.
A call is counted as answered when it reaches an agent or IVR. For example, the
Call
sAnsweredTo5 field in the Service_Five_Minute table counts the number of calls
that reached agents during the five-minute interval. The calls might still be in progress
when the interval ends.
By contrast, a call is not counted as handled until it is finished. Therefore, the number
of answe
red calls and handled tasks during an interval is not necessarily the same, but
eventually each call is counted in both categories.
Derived from: Skill_Group_Real_Time.CallsAnsweredTo5
Note With the existence of a network VRU, in an ICM Enterprise deployment with an IPCC
System PG, this value will not include time spent in the network VRU.
Handled5
The number of calls handled by the skill gr
oup during the rolling five minute interval.
The count for handled tasks associated with a skill group is updated when the after-call
work time associated with the call (if any) has completed.
A call is counted as handled when the call is finished. For example, the CallsHandledTo5
field in the
Service_Five_Minute table counts the number of calls that finished during
the five-minute interval. The calls might have been answered before the interval
began.
By contrast, a call is counted as answered as
soon as it reaches an agent. Therefore,
the number of handled tasks and answered calls during an interval is not necessarily
the same, but eventually each call is counted in both categories.
Derived from: Skill_Group_Real_Time.CallsHandledTo5
Aban Q 5
The count of calls abandoned in queue in the past five minutes.
Derived from: Skill_Group_Real_Time.RouterCallsAbandQTo5
Aban Agent 5
The count of calls abandoned after being routed to an agent in the past five minutes.
Derived from: Skill_Group_Real_Time.RouterCallsAbandAgentTo5
Tasks DeQueued 5
The count of calls dequeued from this skill group in the past five minutes.
Derived from: Skill_Group_Real_Time.RouterCallsDequeuedTo5