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
Skill Group
The member skill group's enterprise name and ID.
Derived from: Skill_Group.EnterpriseName and Skill_Group.SkillTargetID
Date (no label)
The date of the selected row's data in MM/DD/Y
YYY (month, day, year) format.
Derived from: Skill_Group_Half_Hour.DateTime
Queued
The number of tasks queued to the skill group during the half-hour interval.
Derived from: Skill_Group_Half_Hour.RouterQueueCallsToHalf
Completed Tasks: Total
The number of tasks received by this skill group for the half
-hour interval.
Derived from: (Skill_Group_Half_Hour
.RouterCallsAbandQToHalf +
Skill_Group_Half_Hour.AbandonRingCallsToHalf +
Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf +
Skill_Group_Half_Hour.CallsHandledToHalf)
Completed Tasks: Aban in Queue
The number of queued tasks for the skill group that were
abandoned from the router
queue (not the TDM queue) during the half-hour interval.
Derived from: Skill_Group_Half_Hour.RouterCallsAbandQToHalf
Completed Tasks: Aban Ring
For voice: the total number of calls that were abandoned
while the agent’s phone was
ringing. For non-voice: the total number of tasks that were abandoned while being
offer
ed to an agent.
Derived from: Skill_Group_Half_Hour.AbandonRingCallsToHalf
*Completed Tasks: Redirect No Answer
The number of tasks to the skill group sent to
an agent’s terminal and redirected on
failure to answer. The value is updated in the database at the time the call is diverted
to another device.
Derived from: Skill_Group_Half_Hour.RedirectNoAnsCallsToHalf
Completed Tasks: Handled
The tasks handled by the skill group during the half
-hour interval. The count for
handled tasks associated with a skill group is updated when the after-task work time
associated with the task (if any) has completed.
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf