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
*Conf In
The number of incoming calls the skill group age
nts were conferenced into. Incoming
calls include ACD and non-ACD calls.
For blind conferences in IPCC Enterprise, the v
alue is updated in the database when an
agent blind conferences the call to an IVR.
For blind conferences in IPCC Enterprise with
an IPCC System PG, the value is not
updated in the database until the call that was blind conferenced to an IVR is
subsequently answered by another agent.
Derived from: Skill_Group_Half_Hour.ConferencedInCallsToHalf
*Conf In Time
The time in HH:MM:SS (hours, minutes, seconds)
that skill group agents were involved
in an incoming conference calls. Incoming calls include ACD and non-ACD calls. The
value includes hold time and is incremented when the agent drops off the call or the
call becomes a simple 2 party call.
For blind conferences in IPCC Enterprise, the v
alue is updated in the database when an
agent blind conferences the call to an IVR.
For blind conferences in IPCC Enterprise with
an IPCC System PG, the value is not
updated in the database until the call that was blind conferenced to an IVR is
subsequently answered by another agent.
Derived from: Skill_Group_Half_Hour.ConferencedInCallsTimeToHalf
*Conf Out
The number of conference calls the skill group
agent initiated. Initiated calls include
ACD and non-ACD calls. The value is incremented when the agent drops off the call of
the call becomes a simple 2 party call.
Derived from: Skill_Group_Half_Hour.ConferencedOutCallsToHalf
*Conf Out Time
The time in HH:MM:SS (hours, minutes, seconds) that skill
group agents spent in
conference calls they initiated. Calls include are ACD and non-ACD calls. The value
includes hold time and is incremented when the agent drops off the call or the call
becomes a simple 2 party call.
Derived from: Skill_Group_Half_Hour.ConferencedOutCallsTimeToHalf
Hold
The number of completed inbound tasks the skill group agents place
d on hold or
paused at least once. The value is incremented when the after-task work time
associated with the task completed.
Derived from: Skill_Group_Half_Hour.IncomingCallsOnHoldToHalf
Hold Time
The time in HH:MM:SS (hours, minutes, seconds) that c
ompleted tasks were placed on
hold or paused in the half hour interval. The value is incremented when the after-task
work time associated with the task has completed.
Derived from: Skill_Group_Half_Hour.IncomingCallsOnHoldTimeToHalf