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
*Transfer Out
The number of calls transferred out of the skill group in
the half hour interval. The
value is updated in the database when the transfer of the call is completed.
Derived from: Skill_Group_Half_Hour.TransferOutCallsToHalf
Aban Ring
For Voice: The total number of calls that were abandoned while the agent’s phone was
ringing.
For Non-voice: The total number of tasks that
were abandoned while being offered to
an agent.
Derived from: Skill_Group_Half_Hour.AbandonRingCallsToHalf
Aban Ring Time
The time in HH:MM:SS (hours, minutes, seconds) that calls to
the skill group
abandoned while ringing at the agent's phone. The value is incremented at the time the
call disconnects.
Derived from: Skill_Group_Half_Hour
.AbandonRingTimeToHalf
Aban Hold
The number of tasks offered to the skill group that
abandoned while being held or
paused by the agent. The value is incremented at the time the call disconnects.
Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf
*Agent Trmnatd Tasks
The number of ACD calls that were terminated
by an agent in the skill group before the
far end released. Value incremented at the time the call disconnects. Includes
AgentOutCallsToHalf and CallsHandledToHalf.
Derived from: Skill_Group_Half_Hour.AgentTerminatedCallsToHalf
*Consult Tasks
The number of consultative calls completed by
agents in the skill group with at least
one ACD call on hold.
Derived from: Skill_Group_Half_Hour.ConsultativeCallsToHalf
*Consult Time
The time in HH:MM:SS (hours, minutes, seconds) that agents in
the skill group spent
handling a consultative call with at least on ACD call on hold. The value is incremented
when the after-call-work time associated with the consultative call has completed.
Derived from: Skill_Group_Half_Hour.ConsultativeCallsTimeToHalf