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 number of ICM Routed tasks handled within this skill
group in the half hour
interval.
Derived from: Skill_Group_Half_Hour.CallsHandledToHalf
Completed Tasks: AHT
The average handle time in HH:MM:SS (hours, minutes, seconds) for incoming tasks
handled by the skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.HandleCallsTimeToHalf/
Skill_Group_Half_Hour
.CallsHandledToHalf
Completed Tasks: Avg Active Time
The Average Active Time for agents in the skill group in
the half hour interval.
Derived from: (Skill_Group_Half_Hour.HandledCallsTalkTimeToHalf/
Skill_Group_Half_Hour
.CallsHandledToHalf)
Completed Tasks: Aban Hold
The number of ICM routed tasks that abandoned while on hold and/or the number of
paused
tasks ended by the agents within this skill group in the half hour interval.
Derived from: Skill_Group_Half_Hour.AbandonHoldCallsToHalf
*Transfer In
The number of incoming tasks 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 of
fered only when it is answered.
Derived from: Skill_Group_Half_Hour.TransferInCallsToHalf
*Transfer Out
The number of tasks this agent
transferred to another agent or skill group in the half
hour interval. 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.TransferredOutCallsToHalf +
Skill_Group_Half_Hour
.NetTransferredOutCallsToHalf
*External Out
For default skill groups: the number of times a
n agent initiated an outgoing external
call in the half hour interval. For routing skill groups: the number of times an agent
initiated a transfer or conference to an external device in the half hour interval.
Derived from: Skill_Group_Half_Hour.AgentOutCallsToHalf