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
*Barge In Tasks
The number of calls barged in on either by th
e supervisor or by the agent.
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf
*Intercept Tasks
The number of calls intercepted either by the supervisor or by the agent.
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf
*Monitor Tasks
The number of calls monitored either by
the supervisor or by the agent.
Derived from: Skill_Group_Half_Hour.MonitorCallsToHalf
*Whisper Tasks
The number of calls coached either by the supervisor or by the agent.
Derived from: Skill_Group_Half_Hour.WhisperCallsToHalf
*Emergency Assist Tasks
The number of emergency assist requests either by the agen
t or by the supervisor.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf
Tasks Offered
The number of tasks received by this skill group for 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 of
fered only when it is answered.
Derived from: Skill_Group_Half_Hour.RouterCallsOfferedToHalf
Tasks Queued
The number of calls queued to this skill group by the ACD in the half
-hour interval. Not
applicable to IPCC without an IPCC System PG.
Derived from: Skill_Group_Half_Hour.CallsQueuedToHalf
Note In an IPCC Enterprise Gateway deployment, ICM (parent) connected with an IPCC
Enterprise with an IPCC System PG (child) or IPCC Express (child) through IPCC
Gateway PG, network queuing data is not available in the child or in the child
agent/supervisor desktop. The time spent in the network queue is not included in the
reporting metrics in the child. A call center manager who would normally only look at
the IPCC child reports will need to also look at the parent ICM reports for network
queuing data.
Interrupted Time
The time in HH:MM:SS (hours, minutes, seconds) that agents were in
the Interrupted
state with respect to this skill group in the half-hour interval. This is currently not used
in the database.
Derived from: Skill_Group_Half_Hour.InterruptedTimeToHalf