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: Aban Hold
The number of ICM routed calls in the half hour interv
al that abandoned while on hold
at the agents’ phones and/or the number of paused tasks agents ended.
Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf
*Supv Assist
The number of calls for which agents received supervisor assistance in the half hour
interval.
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 fields for each skill group.
Enterprise Skill Group Summary
The total fields for each enterprise skill group.
Report Summary
The total fields for all skill groups.