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
*Transfer Out
The number of calls this agent transferred out of the skill group to other skill Groups or
agents in the half hour interv
al. This includes Consultative calls. The value is updated
in the database when the transfer of the call is completed.
Derived from: Skill_Group_Half_Hour.TransferOutCallsToHalf +
Skill_Group_Half_Hour
.NetTransferOutCallsToHalf
*Conf In
The number of incoming calls that were confe
renced to this skill group from other
agents on the same peripheral. 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 Out
The number of conference calls that the skill group age
nts initiated. The conferenced
out calls include ACD and non-ACD calls. The value is updated in the database when
the agent drops off the call or the call becomes a simple two-party call.
Derived from: Skill_Group_Half_Hour
.ConferencedOutCallsToHalf +
Skill_Group_Half_Hour.NetConferencedOutCallsToHalf
*Supv Assist
The number of calls for which agents received supervisor assistance in
the half hour
interval. The value is updated in the database when the supervisor-assisted call
completes.
Derived from: Skill_Group_Half_Hour.SupervAssistCallsToHalf
Emerg Assist
The number of emergency assist requests either by the agent or by the supervisor in
the half
hour interval.
Derived from: Skill_Group_Half_Hour.EmergencyAssistsToHalf
Barge In
The number of calls barged in on either by an agent or by the supervisor in the half
hou
r interval.
Derived from: Skill_Group_Half_Hour.BargeInCallsToHalf
Intercept
The number of calls intercepted either by an agent or by the supervisor in the half hour
interv
al.
Derived from: Skill_Group_Half_Hour.InterceptCallsToHalf
Skill Group Summary
The total for each field for each skill group.