User Guide

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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
*Supervisor Assist Tasks
The number of calls for which agents received supervisor assistance in
the half hour
interval.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf
*Supervisor Assist Time
The time in HH:MM:SS (hours, minutes, seconds) that supervisor assisted calls
occurred in the half hour interval.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsTimeToHalf
% Utilization
The percentage of Ready time that agents in
the skill group spent talking or doing call
work in the half hour interval.
Derived from: Skill_Group_Half_Hour.PercentUtilizationToHalf
*External Out
The number of completed outbound ACD calls made by agents in the skil
l group, during
a half-hour interval. The value is updated in the database when any after-call work
time associated with the call is completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf
*Out Time30
The handle time, in HH:MM:SS (hours, minutes, seconds),
for completed outbound
ACD calls handled by the agent in the skill group in the half hour interval.
Handle time includes WorkTime, TalkTime, and HoldTime. The AgentOutCallsTime value
includes the
time spent from the call being initiated by the agent to the time the agent
completes after-call work time for the call. The value is updated in the database when
the after-call-work time associated with the call (if any) has completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsTimeToHalf
*Out Active Time
The talk time, in HH:MM:SS (hours, minutes, seconds), for complete
d outbound ACD
calls handled by an agent in the skill group in the half hour interval.
The value includes the time spent from the cal
l being initiated by the agent to the time
the agent begins after call work for the call. The time includes hold time associated
with the call. The value is incremented when the after-call-work time associated with
the call has completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsTalkTimeToHalf
*Out Hold Tasks
The number of completed outbound ACD calls an age
nt in the skill group has placed on
hold at least once. The value is incremented when the after-call-work time associated
with the call has completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsOnHoldToHalf