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
Work Ready Time
The time in HH:MM:SS (hours, minutes, seconds) that agents in
the skill group were in
the Work Ready state in the half hour interval.
Derived from: Skill_Group_Half_Hour.WorkReadyTimeToHalf
Work Not Ready Time
The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group were in
the Work Not Ready state in the half hour interval.
Derived from: Skill_Group_Half_Hour.WorkNotReadyTimeToHalf
Busy Other Time
The time in HH:MM:SS (hours, minutes, seconds) that agents spent handling calls
assigned
to other skill groups in the half hour interval.
Derived from: Skill_Group_Half_Hour.BusyOtherTimeToHalf
*Reserve Time
(Outbound Option only) The total handle
time, in HH:MM:SS (hours, minutes,
seconds), for completed agent reservation calls handled by the agent in the skill group
in the half hour interval. Handle time includes WorkTime, TalkTime, and HoldTime. The
ReserveCallsTime value includes the time spent from the call being initiated 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.ReserveCallsTimeToHalf
*Transfer In
The number of calls transferred into the skill group i
n the half hour interval.
In IPCC Enterprise with an IPCC System PG, a call is counted as offered as soon as it is
sent to
a skill group.
In IPCC Enterprise, a call is counted as offered only when it is answered.
For blind transfers in IPCC Enterprise, the value is updated in the database when an
agent blind transfers the call to an IVR.
Derived from: Skill_Group_Half_Hour.TransferInCallsToHalf
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 In Time
The time in HH:MM:SS (hours, minutes, seconds) that handling calls transferred into
the skil
l group in the half hour interval.
Derived from: Skill_Group_Half_Hour.TransferInCallsTimeToHalf