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 Peripheral Skill Group Reports
Current 5 Minutes Task Statistics: Answered
The number of tasks begun by agents in the skill group during the r
olling five minute
interval. The number of tasks begun includes only handled tasks and internal calls
received, which are tracked in the CallsHandled and InternalCallsReceived fields,
respectively. The count for CallsAnswered is updated in the database at the time the
call is answered.
A call is counted as answered when it reaches an agent or IVR. For example, the
CallsAnsweredTo5 field in the Service_Five_Minute table counts the number of calls
that reached agents during the five-minute interval. The calls might still be in progress
when the interval ends.
By contrast, a call is not counted as handled until it is finished. Therefore, the number
of answe
red calls and handled tasks during an interval is not necessarily the same, but
eventually each call is counted in both categories.
NO
TE: With the existence of a network VRU in an ICM Enterprise deployment with an
IPCC System PG, this value will not include time spent in the network VRU.
Derived from: Skill_Group_Real_Time.CallsAnsweredTo5
Current 5 Minutes Task Statistics: Handled
The number of tasks handled by the skill group during the rolling five minute
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.
A task is counted as handled when the
task is finished. For example, the
CallsHandledTo5 field in the Service_Five_Minute table counts the number of tasks that
finished during the five-minute interval. The tasks might have been answered before
the interval began.
By contrast, a task is counted as answered as soon as
it reaches an agent. Therefore,
the number of handled tasks and answered tasks during an interval is not necessarily
the same, but eventually each task is counted in both categories.
Derived from: Skill_Group_Real_Time.CallsHandledTo5
Current 5 Minutes Task Statistics: Aban Q
The number of tasks abandoned in queue during the rolling fiv
e minute interval.
Derived from: Skill_Group_Real_Time.RouterCallsAbandQTo5
Current 5 Minutes Task Statistics: Aban Agent
The number of tasks abandoned at the agent while ringing during the rolling five
min
ute interval.
Derived from: Skill_Group_Real_Time.RouterCallsAbandAgentTo5
Current 5 Minutes Task Statistics: DeQueued
The number of tasks dequeued from this skill group during the rolling fiv
e minute
interval.
Derived from: Skill_Group_Real_Time.RouterCallsDequeuedTo5