User Guide

5-21
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
*Out Tasks5
The total number of completed outbound ACD calls or tasks made
by agents in the skill
group during the rolling five minute interval. 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_Real_Time.AgentOutCallsTo5
*Transfer In5
The number of calls transferred into the skill group during t
he rolling five minute
interval.
For blind transfers in IPCC Enterprise, the v
alue is updated in the database when an
agent blind transfers the call to an IVR.
Derived from: Skill_Group_Real_Time.TransferInCallsTo5
Note For blind transfers in IPCC Enterprise with an IPCC System PG, this field is updated
when the call that was blind transferred to an IVR is subsequently transferred to
another agent and the agent answers the call. For this call scenario this field is not
updated in IPCC Enterprise without an IPCC System PG.
*Transfer Out5
The number of calls transferred out of the skill group during the rolling five minute
interv
al. The value is updated in the database when the transfer of the call is
completed.
Derived from: Skill_Group_Real_Time.TransferOutCallsTo5
Ans Wait Time5
The sum of the answer wait times of all the tasks associated with this skill group that
agents be
gan during the rolling five minute interval. The time is express in HH:MM:SS
(hours, minutes, seconds) format.
AnswerWaitTime is associated only with handled tasks and
internal calls received.
AnswerWaitTime is calculated as follows: RingTime + NetworkTime + LocalQTime (for
ICM
systems) and NetQTime (for IPCC systems).
Derived from: Skill_Group_Real_Time.AnswerWaitTimeTo5
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.
Not Active Time5
The total time in HH:MM:SS (hours, minutes, seconds) fo
rmat that agents in the skill
group have been in the Not Active or Available state during the rolling five minute
interval. AvailTime is included in the calculation of LoggedOnTime.
Derived from: Skill_Group_Real_Time.AvailTimeTo5