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
SL Error Count
The count of calls that resulted in an error condition
from a skill group within the skill
group service level threshold in the last half hour interval.
Derived from: Skill_Group_Real_Time.ServiceLevelErrorToHalf
SL Tasks RONA
The count of calls that are redirected with no answer within the skill group service level
threshold in the last half hour interval.
Derived from: Skill_Group_Real_Time.ServiceLev
elCallsDequeuedToHalf
Net Cons Out
The number of network consultative calls completed
by agents who have at least one
call on hold.
Derived from: Agent_Skill_Group_Half_Hour
.NetConsultativeCallsToHalf
Net Cons Out Time
The number of seconds spent on network consultative calls by agents who have at least
one call
on hold.
Derived from: Agent_Skill_Group_Half_Hour
.NetConsultativeCallsTimeToHalf
Net Conf Out
The number of conference calls initiated by agents.
Derived from: Agent_Skill_Group_Half_Hour
.NetConferencedOutCallsToHalf
Net Conf Out Time
The number of seconds spent
on conference calls.
Derived from: Agent_Skill_Group_Half_Hour
.NetConferencedOutCallsTimeToHalf
Net Trans Out
The number of calls transferred out by agents in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.NetTransferredOutCallsToHalf