User Guide

5-50
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
*Internal In
The number of internal calls received by skill gro
up agents in the half hour interval. The
value is incremented when the after-call work time associated with the call has
completed.
Derived from: Skill_Group_Half_Hour.InternalCallsRcvdToHalf
*Internal In Time
The time in HH:MM:SS (hours, minutes, seconds) that internal
calls were received by
skill group agents in the half hour interval. The value is incremented when the after-call
work time associated with the call has completed.
Derived from: Skill_Group_Half_Hour.InternalCallsRcvdTimeToHalf
*Internal Hold
The number of internal calls skil
l group agents placed on hold at least once. The value
is incremented when the after-call-work time associated with the call completes.
Derived from: Skill_Group_Half_Hour.InternalCallsOnHoldToHalf
*Internal Hold Time
The time in HH:MM:SS (hours, minutes, seconds) that completed
internal calls were
placed on hold in the half hour interval. The value is incremented when the
after-call-work time associated with the call has completed.
Derived from: Skill_Group_Half_Hour.InternalCallsOnHoldTimeToHalf
Redirect No Ans Tasks
The number of tasks offered at the agents term
inal or phone that were redirected to
another location because the agent did not respond.
Derived from: Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
Redirect No Ans Time
The time in HH:MM:SS (hours, minutes, seconds) that tasks to the skil
l group waited
before being redirected on failure to answer. The value is incremented at the time the
call is diverted to another device.
Derived from: Skill_Group_Half_Hour.RedirectNoAnsCallsTimeToHalf
*Short Tasks
The number of calls answered by skill group agents where
the duration of the calls falls
within a short threshold. You might choose to factor these calls out of handle time
statistics that you calculate.
A call is determined to be a short call if it
is abandoned before the Abandoned Call Wait
Time expired. Short calls are not considered abandoned and they are not accounted for
in any of the ICM abandoned calls calculations. This field is dependent on the
AbandondedCallWaitTime threshold.
Derived from: Skill_Group_Half_Hour.ShortCallsToHalf