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
Completed Tasks: % Handled
The percentage of completed tasks that were handled
at the skill group in relation to
the number of tasks queued to the skill group during the interval.
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf/ Total Calls Completed
where Total Calls Completed =
Skill_Group_Half_Hour.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour
.AbandonRingCallsToHalf +
Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf +
Skill_Group_Half_Hour.CallsHandledToHalf
*Internal In
The number of internal calls received by
skill group agents in the half hour interval.
This includes calls that were received from an
other agent through the transfer or
conference key that did not go through a script or for agent to agent tasks. The value is
updated in the database when the after-call work time associated with the call (if any)
is completed. This applies to default Skill Groups only.
Derived from: Skill_Group_Half_Hour.InternalCallsRcvdToHalf
*External Out
For default skill groups: the number of times a
n agent initiated an outgoing external
call.
For routing skill groups: the number of times an age
nt initiated a transfer or conference
to an external device. The value is updated in the database when any after-call work
time associated with the call is completed.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf
*Internal Out
For default skill groups: the number of times an agent initiated an outgoing internal
call.
For routing skill groups: the number of times an age
nt initiated a transfer or conference
to an internal device. The value is updated in the database when the after-call work
time associated with the call (if any) is completed.
Derived from: Skill_Group_Half_Hour.InternalCallsToHalf
*Transfer In
The number of incoming calls that were transfe
rred to this skill group from other
agents within the same peripheral that did not go to IVR for queuing. The value is
updated in the database when the call is completed.
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 offered only when it is answered.
Derived from: Skill_Group_Half_Hour.TransferInCallsToHalf